Standard Swedish standard · SS-EN ISO 18295-1:2017

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

Status: Valid

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.

Subjects

Services for consumers


Product information

Language: English

Written by: SIS - Tjänster och personlig säkerhet

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

Article no: STD-8029324

Edition: 1

Approved: 11/1/2017

No of pages: 28

Also available in: SS-EN ISO 18295-1:2017