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EN ISO 18295-1:2017

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

Publication date:   Sep 20, 2017

General information

60.60 Standard published   Aug 2, 2017

CEN

CEN/BT

European Norm

03.080.30   Services for consumers

Buying

Published

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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

PREVIOUSLY

WITHDRAWN
EN 15838:2009

NOW

PUBLISHED
EN ISO 18295-1:2017
60.60 Standard published
Aug 2, 2017