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EVS-EN ISO 18295-1:2017

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

General information
Valid from 16.08.2017
Base Documents
ISO 18295-1:2017; EN ISO 18295-1:2017
Directives or regulations
None

Standard history

Status
Date
Type
Name
16.08.2017
Main
03.02.2010
Main
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.
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EVS-EN ISO 18295-2:2017

Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017)
Newest version Valid from 16.08.2017