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ISO 18295-1

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

active, Most Current
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Organization: ISO
Publication Date: 1 July 2017
Status: active
Page Count: 24
ICS Code (Services for consumers): 03.080.30
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.

Document History

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

References

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