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ISO 18295-1:2017

Current
Current

The latest, up-to-date edition.

Customer contact centres — Part 1: Requirements for 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

ISO 18295-1:2017 specifies service requirements for customer contact centres (CCC). It specifies a framework for any CCC that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.

ISO 18295-1:2017 is applicable to both in-house (captive) and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required.

Committee
ISO/TMBG
DevelopmentNote
Supersedes ISO/DIS 18295-1. (07/2017)
DocumentType
Standard
Pages
16
ProductNote
This standard also refers to ISO 2859-1 and ISO9241 (all parts).
PublisherName
International Organization for Standardization
Status
Current

UNE-EN ISO 18295-2:2018 Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017)
BS EN ISO 18295-2:2017 Customer contact centres Requirements for clients using the services of customer contact centres
ISO 18295-2:2017 Customer contact centres — Part 2: Requirements for clients using the services of customer contact centres
I.S. EN ISO 18295-2:2017 CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR CLIENTS USING THE SERVICES OF CUSTOMER CONTACT CENTRES (ISO 18295-2:2017)
DIN EN ISO 18295-2:2016-07 (Draft) CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR CLIENTS USING THE SERVICES OF CUSTOMER CONTACT CENTRES (ISO 18295-2:2017)
DIN EN ISO 18295-2 E : 2017 CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR CLIENTS USING THE SERVICES OF CUSTOMER CONTACT CENTRES (ISO 18295-2:2017)
EN ISO 18295-2:2017 Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017)

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Hardcopy - English
PDF - English
PDF 3 Users - English
PDF 5 Users - English
PDF 9 Users - English
Hardcopy - French
PDF - French
PDF 3 Users - French
PDF 5 Users - French
PDF 9 Users - French
Hardcopy - English
PDF - English
PDF 3 Users - English
PDF 5 Users - English
PDF 9 Users - English
Hardcopy - French
PDF - French
PDF 3 Users - French
PDF 5 Users - French
PDF 9 Users - French
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