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ISO 18295-1:2017

Customer contact centres — Part 1: Requirements for customer contact centres
6. 7. 2017.

Опште информације

90.92     17. 4. 2026.

ISO

ISO/TC 351

Međunarodni standard

03.080.30  

engleski   francuski  

Kupovina

Objavljen

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Apstrakt

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.

Životni ciklus

TRENUTNO

OBJAVLJEN
ISO 18295-1:2017
90.92 Odluka o izmeni ili reviziji standarda
17. 4. 2026.

REVIDIRAN OD

PROJEKAT
ISO/AWI 18295-1

Nacionalna preuzimanja

SRPS EN ISO 18295-1:2018  
ISS

Korisnički kontakt-centri – Deo 1: Zahtevi za korisničke kontakt-centre

60.60   Standard objavljen

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