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I.S. 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)
Available format(s)

Hardcopy , PDF

Language(s)

English

Published date

01-01-2017

Publisher

National Standards Authority of Ireland

Preview

For Harmonized Standards, check the EU site to confirm that the Standard is cited in the Official Journal.

Only cited Standards give presumption of conformance to New Approach Directives/Regulations.

National Foreword
European foreword
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.

DevelopmentNote
Supersedes I.S. EN 15838. (09/2017)
DocumentType
Standard
Pages
34
PublisherName
National Standards Authority of Ireland
Status
Current
Supersedes

Standards Relationship
ISO 18295-1:2017 Identical
EN ISO 18295-1:2017 Identical

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ISO 10002:2014 Quality management Customer satisfaction Guidelines for complaints handling in organizations

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Hardcopy - English
PDF - English
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