DIN EN ISO 18295-1:2016-07

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 as and where required.