DIN EN ISO 18295-2:2017-10

Service standards are an important element of service management excellence; they help clarify expectations for clients and employees, enable performance management, and support client and customer satisfaction. ISO 18295-2 specifies requirements and gives guidance for in-house (captive) contact centres and outsourced contact centres (third party providers) on behalf of the customer. It is intended to be used for any customer interaction with a customer contact centre (CCC). Implementation of ISO 18295 will create value for the customer, the client, the employee and the CCC, improving the robustness and efficiency of the service and the client/CCC relationship, therefore enabling the CCC to deliver a higher level of customer experience on behalf of the client. ISO 18295-2 specifies requirements for organizations using the services of customer contact centres (CCC). It aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with CCCs meeting the requirements of ISO 18295-1. ISO 18295-2 is applicable to clients using CCCs of all sizes, across all sectors including in-house (captive) centres and outsourced (third party operator) centres, across multiple contact channels, including voice and non-voice media. This document (EN ISO 18295-2:2017) has been prepared by ISO/PC 273 "Customer contact centres" in collaboration with CEN/SS A99 "Services - Undetermined", the secretariat of which is held by the CCMC. The responsible German committee is NA 159-01-06 AA "Customer Contact Center" at DIN Standards Committee Services (NADL).