NBN EN ISO 18295-2:2017

Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017)

ACTIVE

About this standard

Languages
German, English and French
Type
NBN
Standards committee
CEN/BT
Status
ACTIVE
Publication date
22 September 2017
Replaces
NBN EN 15838:2010
ICS Code
03.080.30 (Services for consumers)
Withdrawn Date

About this training

Summary

ISO 18295-2:2017 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.
ISO 18295-2:2017 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.