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EN ISO 18295-2:2017

Current
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)
Published date

08-02-2017

European foreword
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Client requirements for CCC service provisioning
5 Customer experience
6 Client relationship with the CCC
Bibliography

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

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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