ISO 18295-1:2017
Customer contact centres — Part 1: Requirements for customer contact centres
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.
| Get this standard | Prices exclude GST | |
|---|---|---|
| PDF ( Single user document) |
$213.75 NZD
|
|
| HardCopy |
$267.75 NZD
|
|
| Networkable PDF |
Price varies
|
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Customer relationship requirements
4.1 General
4.2 Communication of information to customers
4.3 Measuring and monitoring of customer experience
4.4 Complaints handling
4.5 Customer protection
5 Customer-focused leadership
5.1 General
5.2 Customer experience design and delivery
5.3 Employee satisfaction/engagement
6 Human resources
6.1 General
6.2 Functions
6.3 Agent competencies
6.3.1 General
6.3.2 Communication and customer service competencies
6.3.3 Technical competencies
6.3.4 Client-specific competencies
6.4 Skills development
6.5 Communication of information to employees
7 Operational processes
7.1 General
7.2 Customer-related processes
7.3 Workforce planning
7.4 Quality assurance related to customer interactions
8 Service delivery infrastructure
8.1 General
8.2 Handling customer interactions
8.3 Customer data
8.4 Work environment
8.5 Continuation of service
9 Client relationship
Annex A (informative) Metrics — Guidelines
Annex B (informative) Client/CCC relationship
Bibliography
Keep me up-to-date
Sign up to receive updates when there are changes to this standard
Related Information
Similar Standards
-
AS/NZS 4146:2000
Laundry practice
-
AS/NZS 5328:2022
Flushable products
-
BS 18477:2010
Inclusive service provision. Requirements for identifying and responding to consumer vulnerability
-
BS 8477:2014
Code of practice for customer service
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Customer relationship requirements
4.1 General
4.2 Communication of information to customers
4.3 Measuring and monitoring of customer experience
4.4 Complaints handling
4.5 Customer protection
5 Customer-focused leadership
5.1 General
5.2 Customer experience design and delivery
5.3 Employee satisfaction/engagement
6 Human resources
6.1 General
6.2 Functions
6.3 Agent competencies
6.3.1 General
6.3.2 Communication and customer service competencies
6.3.3 Technical competencies
6.3.4 Client-specific competencies
6.4 Skills development
6.5 Communication of information to employees
7 Operational processes
7.1 General
7.2 Customer-related processes
7.3 Workforce planning
7.4 Quality assurance related to customer interactions
8 Service delivery infrastructure
8.1 General
8.2 Handling customer interactions
8.3 Customer data
8.4 Work environment
8.5 Continuation of service
9 Client relationship
Annex A (informative) Metrics — Guidelines
Annex B (informative) Client/CCC relationship
Bibliography