ISO 18295-2:2017

Customer contact centres — Part 2: Requirements for clients using the services of customer contact centres

Publication date: Jul 6, 2017

General information

Current stage: 90.93 Effective date: May 15, 2023

Originator: ISO

Owner: ISO/TMBG

Type: International Standard

ICS: 03.080.30

Languages: English French

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Status: Published

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Scope

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.

Life cycle

NOW

PUBLISHED
ISO 18295-2:2017
90.93 Standard confirmed
May 15, 2023