ISO-18295-1 › Customer contact centres - Part 1: Requirements for customer contact centres

ISO-18295-1 - 1ST EDITION - CURRENT


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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.

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Document Number

ISO 18295-1:2017

Revision Level

1ST EDITION

Status

Current

Publication Date

July 1, 2017

Committee Number

ISO/PC 273