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  • EN ISO 18295-1:2017

    Current The latest, up-to-date edition.

    Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017)

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    Published date:  02-08-2017

    Publisher:  Comite Europeen de Normalisation

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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 CEN/SS A99
    Development Note Supersedes EN 15838. (08/2017)
    Document Type Standard
    Publisher Comite Europeen de Normalisation
    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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