ISO 18295-1:2017
Customer contact centres - Part 1: Requirements for customer contact centres

Standard No.

ISO 18295-1:2017

Release Date

2017

Published By

International Organization for Standardization (ISO)

Latest

ISO 18295-1:2017

Scope

This document 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. This document 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.

ISO 18295-1:2017 Referenced Document

• ISO 2859-1:1999 Sampling procedures for inspection by attributes - Part 1: Sampling schemes indexed by acceptance quality limit (AQL) for lot-by-lot inspection
• ISO 9241 Ergonomic requirements for office work with visual display terminals (VDTs) - Part 9: Requirements for non-keyboard input devices
• ISO 9241-110:2006 Ergonomics of human-system interaction - Part 110: Dialogue principles
• ISO 9241-112:2017 Ergonomics of human-system interaction - Part 112: Principles for the presentation of information
• ISO 9241-11:1998 Ergonomic requirements for office work with visual display terminals (VDTs) - Part 11: Guidance on usability
• ISO 9241-129:2010 Ergonomics of human-system interaction - Part 129: Guidance on software individualization
• ISO 9241-12:1998 Ergonomic requirements for office work with visual display terminals (VDTs) - Part 12: Presentation of information
• ISO 9241-13:1998 Ergonomic requirements for office work with visual display terminals (VDTs) - Part 13: User guidance
• ISO 9241-143:2012 Ergonomics of human-system interaction - Part 143: Forms
• ISO 9241-14:1997 Ergonomics requirements for office work with visual display terminals (VDTs) - Part 14: Menu dialogues
• ISO 9241-151:2008 Ergonomics of human-system interaction - Part 151: Guidance on World Wide Web user interfaces
• ISO 9241-154:2013 Ergonomics of human-system interaction - Part 154: Interactive voice response (IVR) applications
• ISO 9241-15:1997 Ergonomic requirements for office work with visual display terminals (VDTs) - Part 15: Command dialogues
• ISO 9241-161:2016 Ergonomics of human-system interaction - Part 161: Guidance on visual user-interface elements
• ISO 9241-16:1999 Ergonomic requirements for office work with visual display terminals (VDTs) - Part 16: Direct-manipulation dialogues
• ISO 9241-171:2008 Ergonomics of human-system interaction - Part 171: Guidance on software accessibility
• ISO 9241-1:1997 Ergonomic requirements for office work with visual display terminals (VDTs) - Part 1: General introduction
• ISO 9241-20:2008 Ergonomics of human-system interaction - Part 20: Accessibility guidelines for information/communication technology (ICT) equipment and services
• ISO 9241-210:2010 Ergonomics of human-system interaction - Part 210: Human-centred design for interactive systems
• ISO 9241-2:1992 Ergonomic requirements for office work with visual display terminals (VDTs); part 2: guidance on task requirements
• ISO 9241-300:2008 Ergonomics of human-system interaction - Part 300: Introduction to electronic visual display requirements
• ISO 9241-302:2008 Ergonomics of human-system interaction - Part 302: Terminology for electronic visual displays
• ISO 9241-303:2011 Ergonomics of human-system interaction - Part 303: Requirements for electronic visual displays
• ISO 9241-304:2008 Ergonomics of human-system interaction - Part 304: User performance test methods for electronic visual displays
• ISO 9241-305:2008 Ergonomics of human-system interaction - Part 305: Optical laboratory test methods for electronic visual displays
• ISO 9241-306:2008 Ergonomics of human-system interaction - Part 306: Field assessment methods for electronic visual displays
• ISO 9241-5:1998 Ergonomic requirements for office work with visual display terminals (VDTs) - Part 5: Workstation layout and postural requirements
• ISO 9241-6:1999 Ergonomic requirements for office work with visual display terminals (VDTs) - Part 6: Guidance on the work environment

ISO 18295-1:2017 history

• 2017 ISO 18295-1:2017 Customer contact centres - Part 1: Requirements for customer contact centres