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in stockReleased: 2018-03-28
UNE EN ISO 18295-1:2018
Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017)
Centros de contacto con el cliente. Parte 1: Requisitos para los centros de contacto con el cliente. (ISO 18295-1:2017).
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English PDF
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118.02 USD
English Hardcopy
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118.02 USD
Spanish PDF
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98.35 USD
Spanish Hardcopy
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98.35 USD
| Standard number: | UNE EN ISO 18295-1:2018 |
| Pages: | 26 |
| Released: | 2018-03-28 |
| Status: | Standard |
| Pages (Spanish): | 28 |
DESCRIPTION
UNE EN ISO 18295-1:2018
ISO 18295-1 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 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 as and where required.