SS-EN-ISO-18295-1 › Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017)
The following bibliographic material is provided to assist you with your purchasing decision:
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.
To find similar documents by classification:
This document comes with our free Notification Service, good for the life of the document.
This document is available in either Paper or PDF format.
SS-EN ISO 18295-1:2017
Nov. 1, 2017
EN ISO 18295-1:2017(IDT); ISO 18295-1:2017(IDT)