Customer contact centres — Part 2: Requirements for clients using the services of customer contact centres

Available format(s)

Hardcopy , PDF 1 User , PDF 3 Users , PDF 5 Users , PDF 9 Users

Language(s)

English, French

Published date

06-07-2017

Publisher

International Organization for Standardization

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	ISO/TMBG
DevelopmentNote	Supersedes ISO/DIS 18295-2. (07/2017)
DocumentType	Standard
Pages	6
PublisherName	International Organization for Standardization
Status	Current

Standards	Relationship
DIN EN ISO 18295-2:2016-07 (Draft)	Identical
DIN EN ISO 18295-2:2017-10	Identical
DIN EN ISO 18295-2 E : 2017	Identical
NF EN ISO 18295-2 : 2017	Identical
NEN EN ISO 18295-2 : 2017	Identical
NS EN ISO 18295-2 : 2017	Identical
I.S. EN ISO 18295-2:2017	Identical
PN EN ISO 18295-2 : 2017	Identical
SN EN ISO 18295-2 : 2017	Identical
UNI EN ISO 18295-2 : 2018	Identical
SS-EN ISO 18295-2:2017	Identical
UNE-EN ISO 18295-2:2018	Identical
BS EN ISO 18295-2:2017	Identical
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