ISO 18295-2:2017
Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres
- Standard No.
- ISO 18295-2:2017
- Release Date
- 2017
- Published By
- International Organization for Standardization (ISO)
- Latest
- ISO 18295-2:2017
- Scope
- This document specifies requirements for organizations using the services of customer contact centres (CCC). It aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with CCCs meeting the requirements of ISO 18295-1. This document is applicable to clients using CCCs of all sizes, across all sectors including in-house (captive) centres and outsourced (third party operator) centres, across multiple contact channels, including voice and non-voice media.
ISO 18295-2:2017 Referenced Document
- ISO 10002:2014 Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
- ISO 10003:2007 Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations
- ISO 10004:2012 Quality management - Customer satisfaction - Guidelines for monitoring and measuring
- ISO 18295-1:2017 Customer contact centres - Part 1: Requirements for customer contact centres
ISO 18295-2:2017 history
- 2017 ISO 18295-2:2017 Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres
