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ISO 18295-1:2017

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

Standard Details

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.

General Information

Status : Published
Standard Type: Main
Document No: ISO 18295-1:2017
Document Year: 2017
Pages: 16
Edition: 1

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ISO 18295-1:2017
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