BS EN ISO 18295-1:2017 PDF

BS EN 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.

This document 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.


Cross References:
ISO 9241
ISO/IEC 27001:2013
ISO 10002:2014 ED2
ISO 2859-1:1999
ISO 10004:2012 ED1
ISO 22301:2012


All current amendments available at time of purchase are included with the purchase of this document.

File Size :	1 file , 2 MB
ISBN(s) :	9780580865206
Note :	This product is unavailable in Ukraine, Russia, Belarus
Number of Pages :	26
Product Code(s) :	30300697, 30300697, 30300697
Published :	08/16/2017
Same As :	BS EN ISO 18295-1:2017