EN ISO 18295-1:2017

Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017)

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.

Kundenkontaktzentren - Teil 1: Anforderungen an Kundenkontaktzentren (ISO 18295-1:2017)

Dieses Dokument legt Dienstleistungsanforderungen für Kundenkontaktzentren (CCC, en: Customer Contact Centers) fest. Es legt ein Rahmenwerk für jedes CCC fest, mit dem Ziel, Auftraggeber und Kunden bei der Erbringung von Dienstleistungen, die deren Bedürfnisse kontinuierlich und proaktiv erfüllen oder übertreffen, zu unterstützen.
Dieses Dokument gilt sowohl für firmeninterne (unternehmenseigene) als auch für ausgelagerte (durch Dritte betriebene) CCCs jeglicher Größe, in allen Sektoren und allen Interaktionskanälen, einschließlich Inbound und Outbound. Es legt bei Bedarf und soweit erforderlich Leistungsmetriken (KPIs) fest.

Centres de contact clients - Partie 1: Exigences relatives aux centres de contact clients (ISO 18295-1:2017)

ISO 18295-1:2017 spécifie des exigences de service pour les centres de contact clients (CCC). Il définit un cadre qui a pour objectif d'aider les CCC à délivrer aux donneurs d'ordre et aux clients des services qui, en permanence, répondent à leurs attentes, ou les devancent et même les dépassent.
ISO 18295-1:2017 s'applique tant aux CCC internes qu'externalisés (prestataire), de toutes dimensions, dans tous les secteurs et pour tous les canaux d'interaction, y compris entrants et sortants. Il spécifie, quand cela est nécessaire, des indicateurs de performance (IP).

Klicni centri - 1. del: Zahteve za klicne centre (ISO 18295-1:2017)

Ta dokument določa zahteve za klicne centre (CCC). Določa
sestavo katerega koli klicnega centra, katerega cilj je pomagati odjemalcem in strankam s storitvami, ki
stalno in proaktivno izpolnjujejo ali presegajo njihove potrebe.
Ta dokument se uporablja tako za notranje kot zunanje (tretje osebe) izvajalce v klicnih centrih vseh velikosti, v vseh sektorjih in vseh kanalih interakcije, vključno z dohodnimi in izhodnimi kanali. Določa ključne kazalnike uspešnosti (KPI-je), če so potrebni in kadar so potrebni.

General Information

• Status: Published
• Publication Date: 01-Aug-2017
• Withdrawal Date: 27-Feb-2018
• ICS: 03.080.30 - Services for consumers
• Technical Committee: CEN/SS A99 - Services - Undetermined
• Drafting Committee: CEN/SS A99 - Services - Undetermined
• Current Stage: 6060 - Definitive text made available (DAV) - Publishing
• Start Date: 02-Aug-2017
• Completion Date: 02-Aug-2017
• Ref Project: SIST EN ISO 18295-1:2017 - Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017)

Relations

• Replaces: EN 15838:2009 - Customer Contact Centres - Requirements for service provision
• Effective Date: 08-Jun-2022

Standards Content (Sample)

SLOVENSKI STANDARD
SIST EN ISO 18295-1:2017
01-oktober-2017
1DGRPHãþD
SIST EN 15838:2010
Klicni centri - 1. del: Zahteve za klicne centre (ISO 18295-1:2017)
Customer contact centres - Part 1: Requirements for customer contact centres (ISO
18295-1:2017)
Centres de contact avec les clients - Partie 1: Exigences relatives aux centres de contact
clients (ISO 18295-1:2017)
Ta slovenski standard je istoveten z: EN ISO 18295-1:2017
ICS:
03.080.30 Storitve za potrošnike Services for consumers
SIST EN ISO 18295-1:2017 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST EN ISO 18295-1:2017

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SIST EN ISO 18295-1:2017


EN ISO 18295-1
EUROPEAN STANDARD

NORME EUROPÉENNE

August 2017
EUROPÄISCHE NORM
ICS 03.080.30 Supersedes EN 15838:2009
English Version

Customer contact centres - Part 1: Requirements for
customer contact centres (ISO 18295-1:2017)
Centres de contact clients - Partie 1: Exigences Kundenkontaktzentren - Teil 1: Anforderungen an
relatives aux centres de contact clients (ISO 18295- Kundenkontaktzentren (ISO 18295-1:2017)
1:2017)
This European Standard was approved by CEN on 10 June 2017.

CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this
European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references
concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN
member.

This European Standard exists in three official versions (English, French, German). A version in any other language made by
translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management
Centre has the same status as the official versions.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania,
Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland,
Turkey and United Kingdom.





EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION

EUROPÄISCHES KOMITEE FÜR NORMUNG

CEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels
© 2017 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO 18295-1:2017 E
worldwide for CEN national Members.

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SIST EN ISO 18295-1:2017
EN ISO 18295-1:2017 (E)
Contents Page
European foreword . 3

2

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SIST EN ISO 18295-1:2017
EN ISO 18295-1:2017 (E)
European foreword
This document (EN ISO 18295-1:2017) has been prepared by Technical Committee ISO/PC 273
“Customer contact centres”.
This European Standard shall be given the status of a national standard, either by publication of an
identical text or by endorsement, at the latest by February 2018, and conflicting national standards
shall be withdrawn at the latest by February 2018.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN shall not be held responsible for identifying any or all such patent rights.
This document supersedes EN 15838:2009.
According to the CEN-CENELEC Internal Regulations, the national standards organizations of the
following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria,
Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia,
France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta,
Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland,
Turkey and the United Kingdom.
Endorsement notice
The text of ISO 18295-1:2017 has been approved by CEN as EN ISO 18295-1:2017 without any
modification.
3

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SIST EN ISO 18295-1:2017
INTERNATIONAL ISO
STANDARD 18295-1
First edition
2017-07
Customer contact centres —
Part 1:
Requirements for customer contact
centres
Centres de contact clients —
Partie 1: Exigences relatives aux centres de contact clients
Reference number
ISO 18295-1:2017(E)
©
ISO 2017

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SIST EN ISO 18295-1:2017
ISO 18295-1:2017(E)

COPYR
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