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  • ISO 18295-1:2017

    Current The latest, up-to-date edition.

    Customer contact centres — Part 1: Requirements for customer contact centres

    Available format(s):  Hardcopy, PDF, PDF 3 Users, PDF 5 Users, PDF 9 Users

    Language(s):  English, French

    Published date:  06-07-2017

    Publisher:  International Organization for Standardization

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    Abstract - (Show below) - (Hide below)

    ISO 18295-1:2017 specifies service requirements for customer contact centres (CCC). It specifies a framework for any CCC that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.

    ISO 18295-1:2017 is applicable to both in-house (captive) and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required.

    General Product Information - (Show below) - (Hide below)

    Committee ISO/TMBG
    Development Note Supersedes ISO/DIS 18295-1. (07/2017)
    Document Type Standard
    Product Note This standard also refers to ISO 2859-1 and ISO9241 (all parts).
    Publisher International Organization for Standardization
    Status Current

    Standards Referenced By This Book - (Show below) - (Hide below)

    UNE-EN ISO 18295-2:2018 Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017)
    BS EN ISO 18295-2:2017 Customer contact centres Requirements for clients using the services of customer contact centres
    ISO 18295-2:2017 Customer contact centres — Part 2: Requirements for clients using the services of customer contact centres
    I.S. EN ISO 18295-2:2017 CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR CLIENTS USING THE SERVICES OF CUSTOMER CONTACT CENTRES (ISO 18295-2:2017)
    DIN EN ISO 18295-2:2016-07 (Draft) CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR CLIENTS USING THE SERVICES OF CUSTOMER CONTACT CENTRES (ISO 18295-2:2017)
    DIN EN ISO 18295-2 E : 2017 CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR CLIENTS USING THE SERVICES OF CUSTOMER CONTACT CENTRES (ISO 18295-2:2017)
    EN ISO 18295-2:2017 Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017)

    Standards Referencing This Book - (Show below) - (Hide below)

    ISO/IEC 27001:2013 Information technology — Security techniques — Information security management systems — Requirements
    ISO 22301:2012 Societal security Business continuity management systems Requirements
    ISO 10004:2012 Quality management Customer satisfaction Guidelines for monitoring and measuring
    ISO 10002:2014 Quality management Customer satisfaction Guidelines for complaints handling in organizations
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