ISO 18295-1:2017
Current
The latest, up-to-date edition.
Customer contact centres — Part 1: Requirements for customer contact centres
Hardcopy , PDF , PDF 3 Users , PDF 5 Users , PDF 9 Users
English, French
07-06-2017
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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.
| Committee |
ISO/TMBG
|
| DevelopmentNote |
Supersedes ISO/DIS 18295-1. (07/2017)
|
| DocumentType |
Standard
|
| Pages |
16
|
| ProductNote |
This standard also refers to ISO 2859-1 and ISO9241 (all parts).
|
| PublisherName |
International Organization for Standardization
|
| Status |
Current
|
| Standards | Relationship |
| DIN EN ISO 18295-1:2017-10 | Identical |
| DIN EN ISO 18295-1:2016-07 (Draft) | Identical |
| NF EN ISO 18295-1 : 2017 | Identical |
| NEN EN ISO 18295-1 : 2017 | Identical |
| NS EN ISO 18295-1 : 2017 | Identical |
| I.S. EN ISO 18295-1:2017 | Identical |
| PN EN ISO 18295-1 : 2017 | Identical |
| SS-EN ISO 18295-1:2017 | Identical |
| BS EN ISO 18295-1:2017 | Identical |
| EN ISO 18295-1:2017 | Identical |
| UNE-EN ISO 18295-1:2018 | Identical |
| UNI EN ISO 18295-1 : 2017 | Identical |
| SN EN ISO 18295-1:2017 | Identical |
| SN EN 15838 : 2010 | Identical |
| UNE-EN ISO 18295-2:2018 | Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017) |
| BS EN ISO 18295-2:2017 | Customer contact centres Requirements for clients using the services of customer contact centres |
| ISO 18295-2:2017 | Customer contact centres — Part 2: Requirements for clients using the services of customer contact centres |
| I.S. EN ISO 18295-2:2017 | CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR CLIENTS USING THE SERVICES OF CUSTOMER CONTACT CENTRES (ISO 18295-2:2017) |
| DIN EN ISO 18295-2:2016-07 (Draft) | CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR CLIENTS USING THE SERVICES OF CUSTOMER CONTACT CENTRES (ISO 18295-2:2017) |
| EN ISO 18295-2:2017 | Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017) |
| 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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