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I.S. 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)
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 Client requirements for CCC service provisioning
5 Customer experience
6 Client relationship with the CCC
Bibliography

Describes requirements for organizations using the services of customer contact centres (CCC).

DevelopmentNote
Supersedes I.S. EN 15838. (09/2017)
DocumentType
Standard
Pages
24
PublisherName
National Standards Authority of Ireland
Status
Current
Supersedes

Standards Relationship
EN ISO 18295-2:2017 Identical
ISO 18295-2:2017 Identical

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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Hardcopy - English
PDF - English
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