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  • BS EN ISO 18295-1:2017

    Current The latest, up-to-date edition.

    Customer contact centres Requirements for customer contact centres

    Available format(s):  Hardcopy, PDF

    Language(s):  English

    Published date:  16-08-2017

    Publisher:  British Standards Institution

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    Table of Contents - (Show below) - (Hide below)

    Foreword
    Introduction
    1 Scope
    2 Normative references
    3 Terms and definitions
    4 Customer relationship requirements
    5 Customer-focused leadership
    6 Human resources
    7 Operational processes
    8 Service delivery infrastructure
    9 Client relationship
    Annex A (informative) - Metrics - Guidelines
    Annex B (informative) - Client/CCC relationship
    Bibliography

    Abstract - (Show below) - (Hide below)

    Describes service requirements for customer contact centres (CCC). Also defines 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.

    Scope - (Show below) - (Hide below)

    This document 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.

    This document 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 SVS/0
    Development Note Supersedes 16/30300696 DC. Together with BS EN ISO 18295-2, it supersedes BS EN 15838. (08/2017)
    Document Type Standard
    Publisher British Standards Institution
    Status Current
    Supersedes

    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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