EN ISO 18295-2:2017
Current
The latest, up-to-date edition.
Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017)
02-08-2017
European foreword
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Client requirements for CCC service provisioning
5 Customer experience
6 Client relationship with the CCC
Bibliography
ISO 18295-2:2017 specifies requirements for organizations using the services of customer contact centres (CCC). It aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with CCCs meeting the requirements of ISO 18295‑1.ISO 18295-2:2017 is applicable to clients using CCCs of all sizes, across all sectors including in-house (captive) centres and outsourced (third party operator) centres, across multiple contact channels, including voice and non-voice media.
| Committee |
CEN/BT
|
| DevelopmentNote |
Supersedes EN 15838. (08/2017)
|
| DocumentType |
Standard
|
| PublisherName |
Comite Europeen de Normalisation
|
| Status |
Current
|
| Supersedes |
| Standards | Relationship |
| BS EN ISO 18295-2:2017 | Identical |
| PN EN ISO 18295-2 : 2017 | Identical |
| UNE-EN ISO 18295-2:2018 | Identical |
| UNI EN ISO 18295-2 : 2018 | Identical |
| DIN EN ISO 18295-2:2017-10 | Identical |
| NS EN ISO 18295-2 : 2017 | Identical |
| I.S. EN ISO 18295-2:2017 | Identical |
| ISO 18295-2:2017 | Identical |
| SS-EN ISO 18295-2:2017 | Identical |
| DIN EN ISO 18295-2:2016-07 (Draft) | Identical |
| SN EN ISO 18295-2 : 2017 | Identical |
| NF EN ISO 18295-2 : 2017 | Identical |
| NEN EN ISO 18295-2 : 2017 | Identical |
| ISO 10004:2012 | Quality management Customer satisfaction Guidelines for monitoring and measuring |
| ISO 10003:2007 | Quality management Customer satisfaction Guidelines for dispute resolution external to organizations |
| ISO 18295-1:2017 | Customer contact centres — Part 1: Requirements for customer contact centres |
| ISO 10002:2014 | Quality management Customer satisfaction Guidelines for complaints handling in organizations |
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