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

SS-EN-ISO-18295-1 - 2017 EDITION - CURRENT


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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.

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Designation Name

SS-EN ISO 18295-1:2017

Revision Level

2017 EDITION

Status

Current

Publication Date

Nov. 1, 2017

Language(s)

English

Page Count

28

International Equivalent

EN ISO 18295-1:2017(IDT); ISO 18295-1:2017(IDT)