UNE-EN ISO 18295-1:2018
Current
The latest, up-to-date edition.
Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017)
Hardcopy , PDF
English, Spanish, Castilian
28-03-2018
ISO 18295-1 specifies service requirements for customer contact centres (CCC). It specifies a frameworkfor any CCC that aims to assist in providing clients and customers with services that continuously andproactively meet or exceed their needs.ISO 18295-1 is applicable to both in-house (captive) and outsourced (third party operator) CCCs, ofall sizes, across all sectors and all interaction channels including inbound and outbound. It specifiesperformance metrics as and where required.
| Committee |
CTN GET14
|
| DevelopmentNote |
Supersedes UNE EN 15838. (03/2018)
|
| DocumentType |
Standard
|
| Pages |
26
|
| PublisherName |
Asociación Española de Normalización
|
| Status |
Current
|
| Standards | Relationship |
| ISO 18295-1:2017 | Identical |
| EN ISO 18295-1:2017 | Identical |
| 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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