BS EN ISO 18295-2:2017

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Customer contact centres – Requirements for clients using the services of customer contact centres

Published By	Publication Date	Number of Pages
BSI	2017	18

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Categories: 03.080.30 - Services for consumers, BSI

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Description

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.

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PDF Pages	PDF Title
2	National foreword
4	European foreword
6	Foreword
7	Introduction
9	1 Scope 2 Normative references 3 Terms and definitions 4 Client requirements for CCC service provisioning
10	5 Customer experience 5.1 General 5.2 Identifying customers’ needs 5.3 Customer experience strategy 5.4 Customer access and contact strategy
11	5.5 Customer costs 5.6 Consistency of information 5.7 Customer protection 5.8 Ethical behaviour
12	5.9 Customer data 6 Client relationship with the CCC 6.1 General 6.2 Customer experience strategy 6.3 Customer access and contact strategy 6.4 Roles and responsibilities 6.5 Communication of information to the CCC 6.6 Operational processes
13	6.7 Forecasting and planning 6.8 Monitoring CCC performance 6.9 Customer feedback 6.10 Terms of service
14	Bibliography

Additional information

Status	Confirmed
Pages	18
Publication Date	2017-08-15
ISBN	978 0 580 86521 3
Standard Number	BS EN ISO 18295-2:2017
Title	Customer contact centres – Requirements for clients using the services of customer contact centres
Identical National Standard Of	EN ISO 18295-2:2017, ISO 18295-2:2017
Replaces	BS EN 15838:2009
Descriptors	Information exchange, Data processing, Consumer-supplier relations, Quality assurance, Communication processes, Personnel, Recruitment, Job specification, Management, Training, Consumers, Measurement, Organizations, Consumer protection, Communication skills
Publisher	BSI
Committee	SVS/0
ICS Codes	03.080.30 - Services for consumers

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BS EN ISO 18295-2:2017

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