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  • 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

    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 18295-2:2017 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 ISO/TMBG
    Development Note Supersedes ISO/DIS 18295-2. (07/2017)
    Document Type Standard
    Publisher International Organization for Standardization
    Status Current

    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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