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  • 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)

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    Published date:  02-08-2017

    Publisher:  Comite Europeen de Normalisation

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

    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

    Abstract - (Show below) - (Hide below)

    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.

    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 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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