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ISO 18295-1:2017

Customer contact centres — Part 1: Requirements for customer contact centres
6 korr 2017

General information

90.93     15 maj 2023

ISO

ISO/TMBG

International Standard

03.080.30  

anglisht   frëngjisht  

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Scope

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.

Life cycle

NOW

PUBLISHED
ISO 18295-1:2017
90.93 Standard confirmed
15 maj 2023