- Abstract: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 (KPIs) as and where required.
- Document number:DIN EN ISO 18295-1
- Issuing date:2017-10-01
- Document type:Norm
- Title:Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017); German version EN ISO 18295-1:2017
- Replaces:DIN EN 15838(2010-02); DIN EN ISO 18295-1(2016-07)
- Author:Services Standards Committee
- Search term:Call centres; Communication; Communication media; Communication systems; Consumer-supplier relations; Customer satisfaction; Customers; Definitions; Employees; Enterprises; External; Information processing; Information technology; Internal; Management; Orderer; Performance; Qualifications; Specification (approval); Telecommunications; Telephone networks; Training
- Application areas:35.20 Nicht an Produkten oder Anlagen, Maschinen und Geräten orientierter Arbeitsschutz (Arbeitsschutz im Dienstleistungsbereich u. Ä.)
- Hazards:AB Terminologische Festlegungen in Normen mit Arbeitsschutzbezug; HA Gefährdungen durch Faktoren der Arbeits- und Arbeitsplatzgestaltung im Allgemeinen
- ICS:03.080.30 Services for consumers
- Price:106,90 EUR
- Cross references:DIN EN ISO 9241-1 (2002-02); DIN EN ISO 9241-5 (1999-08); DIN EN ISO 9241-6 (2001-03); DIN EN ISO 9241-13 (2000-08); DIN EN ISO 9241-14 (2000-12); DIN EN ISO 9241-15 (1999-08); DIN EN ISO 9241-16 (2000-03); DIN EN ISO 9241-112 (2017-08); DIN EN ISO 9241-129 (2011-03); DIN EN ISO 9241-143 (2012-06); DIN EN ISO 9241-151 (2008-09); DIN EN ISO 9241-154 (2013-05); DIN EN ISO 9241-161 (2016-10); DIN EN ISO 9241-171 (2008-10); DIN EN ISO 9241-300 (2009-06); DIN EN ISO 9241-302 (2009-06); DIN EN ISO 9241-303 (2012-03); DIN EN ISO 9241-304 (2009-06); DIN EN ISO 9241-305 (2009-06); DIN EN ISO 9241-307 (2009-06); DIN EN ISO 9241-333 (2017-08); DIN EN ISO 9241-391 (2016-10); DIN EN ISO 9241-392 (2017-05); DIN EN ISO 9241-400 (2007-05); DIN EN ISO 9241-410 (2012-12); DIN EN ISO 9241-420 (2011-10); DIN EN ISO 9241-910 (2011-11); DIN EN ISO 9241-920 (2016-09); DIN EN ISO/IEC 27001 (2017-06); DIN ISO 2859-1 (2014-08); ISO 2859-1 (1999-11); ISO 9241-1 (1997-06); ISO 9241-1 AMD 1 (2001-03); ISO 9241-2 (1992-06); ISO 9241-5 (1998-10); ISO 9241-6 (1999-12); ISO 9241-13 (1998-07); ISO 9241-14 (1997-06); ISO 9241-112 (2017-03); ISO 9241-129 (2010-11); ISO 9241-143 (2012-03); ISO 9241-154 (2013-02); ISO 9241-161 (2016-02); ISO 9241-171 (2008-07); ISO 9241-300 (2008-11); ISO 9241-302 (2008-11); ISO 9241-303 (2011-11); ISO 9241-304 (2008-11); ISO 9241-305 (2008-11); ISO 9241-307 (2008-11); ISO 9241-333 (2017-04); ISO 9241-391 (2016-02); ISO 9241-392 (2015-05); ISO 9241-400 (2007-02); ISO 9241-410 (2008-02); ISO 9241-410 AMD 1 (2012-06); ISO 9241-420 (2011-07); ISO 9241-910 (2011-07); ISO 9241-920 (2009-03); DIN EN ISO 9241-11 (2018-11); DIN EN ISO 9241-125 (2018-05); DIN EN ISO 9241-20 (2022-03); DIN EN ISO 9241-110 (2020-10); DIN EN ISO 9241-210 (2020-03); DIN EN ISO 9241-306 (2018-12); DIN EN ISO 22301 (2020-06); DIN ISO 10002 (2019-07); DIN ISO 10004 (2019-07); ISO 9241-11 (2018-03); ISO 9241-125 (2017-09); ISO 9241-15 (1997-12); ISO 9241-16 (1999-09); ISO 9241-20 (2021-11); ISO 9241-110 (2020-05); ISO 9241-151 (2008-05); ISO 9241-210 (2019-07); ISO 9241-306 (2018-08); ISO 10002 (2018-07); ISO 10004 (2018-07); ISO 22301 (2019-10); ISO/IEC 27001 (2022-10)
- Cited in:DIN EN 2535 (2022-08); DIN EN ISO 18295-2 (2017-10)
- Identical with:EN ISO 18295-1(2017-08)<IDT>; ISO 18295-1(2017-07)<IDT>
- Update flag:Unchanged