Customer Support: +1 416-401-8730

Login to i2i Subscription Intertek.com
  • There are no items in your cart
Please enter a keyword to search
Advanced search

BS EN ISO 18295-1:2017

Current
Current

The latest, up-to-date edition.

Customer contact centres Requirements for customer contact centres
Available format(s)

Hardcopy , PDF

Language(s)

English

Published date

08-16-2017

Publisher

British Standards Institution

Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Customer relationship requirements
5 Customer-focused leadership
6 Human resources
7 Operational processes
8 Service delivery infrastructure
9 Client relationship
Annex A (informative) - Metrics - Guidelines
Annex B (informative) - Client/CCC relationship
Bibliography

Describes service requirements for customer contact centres (CCC). Also defines 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.

This document 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.

This document 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
SVS/0
DevelopmentNote
Supersedes 16/30300696 DC. Together with BS EN ISO 18295-2, it supersedes BS EN 15838. (08/2017)
DocumentType
Standard
Pages
28
PublisherName
British Standards Institution
Status
Current
Supersedes

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

View more information
US$222.80
Excluding Tax where applicable
USD
CAD
CHF
CNY
DKK
EUR
GBP
HKD
IDR
INR
JPY
KRW
MXN
NOK
NZD
SEK
SGD
USD
ZAR
Hardcopy - English
PDF - English
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50

Access your standards online with a subscription

Features

  • Simple online access to standards, technical information and regulations.

  • Critical updates of standards and customisable alerts and notifications.

  • Multi-user online standards collection: secure, flexible and cost effective.

Learn more on subscription solutions

or

Get in touch with us