NF EN ISO 18295-1

NF EN ISO 18295-1

August 2017
Standard Current

Customer contact centres - Part 1 : requirements for customer contact centres

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.

See more
View the extract
Main informations

Collections

National standards and national normative documents

Thematics

Silver économie, Management et performance

Publication date

August 2017

Number of pages

26 p.

Reference

NF EN ISO 18295-1

ICS Codes

03.080.30   Services for consumers
03.120.10   Quality management and quality assurance

Classification index

X50-717-1

Print number

2 - 01/09/2017

International kinship

ISO 18295-1:2017

European kinship

EN ISO 18295-1:2017
Sumary
Customer contact centres - Part 1 : requirements for customer contact centres

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.

Replaced standards (1)
NF EN 15838
December 2009
Standard Cancelled
Customer contact centres - Requirements for service provision

Le présent document spécifie les exigences auxquelles doivent répondre les centres de contacts clients (CCC). Il a pour objectif de fournir des bonnes pratiques orientées CLIENT conçues pour répondre aux attentes du client. Il est applicable tant aux centres de contacts clients internes qu'à ceux ayant été externalisés, et axé sur la qualité et la performance de l'interaction entre le client et le CCC (Centres de contacts clients). Il a été élaboré pour répondre au mandat M/378 de la Commission européenne.

Table of contents
View the extract
  • 1 Domaine d'application
  • 2 Références normatives
  • 3 Termes et définitions
  • 4 Exigences concernant la relation client
  • 5 Leadership à l'écoute du client
  • 6 Ressources humaines
  • 7 Processus opérationnels
  • 8 Infrastructure de délivrance du service
  • 9 Relations avec le donneur d'ordre
  • Annexe A Indicateurs - Lignes directrices
  • Annexe B Relations entre le CCC et le donneur d'ordre
  • Bibliographie
Need to identify, monitor and decipher standards?

COBAZ is the simple and effective solution to meet the normative needs related to your activity, in France and abroad.

Available by subscription, CObaz is THE modular solution to compose according to your needs today and tomorrow. Quickly discover CObaz!

Request your free, no-obligation live demo

I discover COBAZ