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SRPS EN ISO 18295-2:2018

Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017)

Mar 26, 2018

General information

60.60     Mar 26, 2018

ISS

Z052

European Norm

03.080.30  

English  

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Scope

ISO 18295-2:2017 specifies requirements for organizations using the services of customer contact centres (CCC). It aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with CCCs meeting the requirements of ISO 18295‑1.
ISO 18295-2:2017 is applicable to clients using CCCs of all sizes, across all sectors including in-house (captive) centres and outsourced (third party operator) centres, across multiple contact channels, including voice and non-voice media.

Life cycle

PREVIOUSLY

WITHDRAWN
SRPS EN 15838:2013

NOW

PUBLISHED
SRPS EN ISO 18295-2:2018
60.60 Standard published
Mar 26, 2018

Related project

Adopted from EN ISO 18295-2:2017

Adopted from ISO 18295-2:2017