UNE-EN ISO 18295-2:2018
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)
Hardcopy , PDF
English, Spanish, Castilian
28-03-2018
ISO 18295-2 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 andmanagement of appropriate arrangements with CCC meeting the requirements of ISO 18295-1.ISO 18295-2 is applicable to clients utilizing 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 |
CTN GET14
|
| DevelopmentNote |
Supersedes UNE EN 15838. (03/2018)
|
| DocumentType |
Standard
|
| Pages |
16
|
| PublisherName |
Asociación Española de Normalización
|
| Status |
Current
|
| Standards | Relationship |
| EN ISO 18295-2:2017 | Identical |
| 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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