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SRPS EN ISO 18295-1:2018

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

Mar 26, 2018

General information

60.60     Mar 26, 2018

ISS

Z052

European Norm

03.080.30  

English  

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Scope

ISO 18295-1:2017 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WITHDRAWN
SRPS EN 15838:2013

NOW

PUBLISHED
SRPS EN ISO 18295-1:2018
60.60 Standard published
Mar 26, 2018

Related project

Adopted from EN ISO 18295-1:2017

Adopted from ISO 18295-1:2017