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EN ISO 18295-1:2017

Current
Current

The latest, up-to-date edition.

Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017)
Published date

08-02-2017

Publisher

Comite Europeen de Normalisation

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
CEN/SS A99
DevelopmentNote
Supersedes EN 15838. (08/2017)
DocumentType
Standard
PublisherName
Comite Europeen de Normalisation
Status
Current
Supersedes

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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