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RS ISO 18295-1: 2017
Customer contact centres Part 1: Requirements for customer contact centres
Abstract

This document 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.

General Information

CodeClassificationThemePagesPublisherAvailability
RS ISO 18295-1: 2017ADOPTED ISO STANDARDSServices. Company organization, management and quality. Administration. Transport. Sociology25First EditionAvailable
Price: RWF 24,000


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