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ISO 18295-1:2017

Current Revision

Customer contact centres - Part 1: Requirements for customer contact centres

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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.


SDO ISO: International Organization for Standardization
Document Number ISO 18295
Publication Date Not Available
Language en - English
Page Count
Revision Level
Supercedes
Committee ISO/PC 273
Publish Date Document Id Type View
Not Available ISO 18295-1:2017 Revision