BS EN ISO 18295-1:2017
Current
The latest, up-to-date edition.
Customer contact centres Requirements for customer contact centres
Hardcopy , PDF
English
16-08-2017
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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.
| Committee |
SVS/0
|
| DevelopmentNote |
Supersedes 16/30300696 DC. Together with BS EN ISO 18295-2, it supersedes BS EN 15838. (08/2017)
|
| DocumentType |
Standard
|
| Pages |
28
|
| PublisherName |
British Standards Institution
|
| Status |
Current
|
| Supersedes |
This document 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.
This document 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.
| Standards | Relationship |
| ISO 18295-1:2017 | Identical |
| EN ISO 18295-1:2017 | Identical |
| ISO/IEC 27001:2013 | Information technology — Security techniques — Information security management systems — Requirements |
| ISO 22301:2012 | Societal security Business continuity management systems Requirements |
| ISO 10004:2012 | Quality management Customer satisfaction Guidelines for monitoring and measuring |
| ISO 10002:2014 | Quality management Customer satisfaction Guidelines for complaints handling in organizations |
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