Standard

SN EN ISO 18295-1:2017

Dec 2017 Current

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Abstract

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.

Products specifications

Standard from INB
Published: December 1 2017
Effective: December 1 2017
Document type: EN
Pages
ISBN:

ICS: 03.080.30
Publisher: SNV
Distributor: SNV
National Committee: INB/NK 501
European TC: CEN/SS A99
International TC: ISO/PC 273

Product Relations

Adopted from: ISO 18295-1:2017, IDT
Replaces: SN EN 15838:2010

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Version history History (2)