Customer contact centres - Part 2: Requirements for using the services of customer contact centres (ISO 18295-2:2017)

This document 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.
This document 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.

Kundenkontaktzentren - Teil 2: Anforderungen für die Inanspruchnahme von Dienstleistungen von Kundenkontaktzentren (ISO 18295-2:2017)

Dieses Dokument legt Anforderungen für Organisationen fest, die Dienstleistungen von Kundenkontaktzentren (CCC) nutzen. Es zielt darauf ab, sicherzustellen, dass Kundenerwartungen durch die Bereitstellung und das Management angemessener Vereinbarungen, die die Anforderungen nach ISO 18295 1 erfüllen, durchgängig entsprochen wird.
Dieses Dokument gilt für Auftraggeber, von CCCs jeglicher Größe, in allen Sektoren, einschließlich firmeninterne (unternehmenseigene) Zentren und ausgelagerte (durch Dritte betriebene) Zentren für verschiedene Kontaktkanäle, einschließlich verbaler und non-verbaler Medien.

Centres de contact avec les clients - Partie 2: Exigences relatives à l'utilisation des services des centres de contact clients (ISO 18295-2:2017)

ISO 18295-2:2017 spécifie les exigences relatives aux organismes faisant appel aux services de centres de contact client (CCC). Il a pour objet de garantir que l'adoption et la gestion de dispositions appropriées avec des CCC respectant les exigences de l'ISO 18295‑1 permettront de répondre de manière systématique aux attentes des clients.
ISO 18295-2:2017 s'applique aux donneurs d'ordres faisant appel aux services de CCC de toutes dimensions, dans tous les secteurs, qu'il s'agisse de centres internes ou externalisés (prestataire) via de multiples canaux de contact, y compris les médias vocaux et non vocaux.

Klicni centri - 2. del: Zahteve za uporabo storitev klicnih centrov (ISO 18295-2:2017)

Ta dokument določa zahteve za organizacije, ki uporabljajo storitve klicnih centrov (CCC). Njegov cilj je zagotoviti dosledno izpolnjevanje pričakovanj strank z zagotavljanjem in upravljanjem ustreznih dogovorov s klicnim centrom, ki izpolnjujejo zahteve standarda ISO 18295-1.
Ta dokument velja za odjemalce, ki se obračajo na klicne centre vseh velikosti, v vseh sektorjih, vključno z notranjimi in zunanjimi (tretje osebe) centri, prek različnih kanalov interakcije, vključno z glasovnimi in neglasovnimi mediji.

General Information

Status
Published
Public Enquiry End Date
31-Jul-2016
Publication Date
22-Aug-2017
Technical Committee
Current Stage
6060 - National Implementation/Publication (Adopted Project)
Start Date
11-Aug-2017
Due Date
16-Oct-2017
Completion Date
23-Aug-2017

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Standards Content (Sample)

SLOVENSKI STANDARD
SIST EN ISO 18295-2:2017
01-oktober-2017
1DGRPHãþD
SIST EN 15838:2010
Klicni centri - 2. del: Zahteve za uporabo storitev klicnih centrov (ISO 18295-
2:2017)
Customer contact centres - Part 2: Requirements for using the services of customer
contact centres (ISO 18295-2:2017)
Centres de contact avec les clients - Partie 2: Exigences relatives à l'utilisation des
services des centres de contact clients (ISO 18295-2:2017)
Ta slovenski standard je istoveten z: EN ISO 18295-2:2017
ICS:
03.080.30 Storitve za potrošnike Services for consumers
SIST EN ISO 18295-2:2017 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST EN ISO 18295-2:2017

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SIST EN ISO 18295-2:2017


EN ISO 18295-2
EUROPEAN STANDARD

NORME EUROPÉENNE

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

Customer contact centres - Part 2: Requirements for
clients using the services of customer contact centres (ISO
18295-2:2017)
Centres de contact clients - Partie 2: Exigences Kundenkontaktzentren - Teil 2: Anforderungen für die
relatives aux donneurs d'ordre faisant appel aux Inanspruchnahme von Dienstleistungen von
services de centres de contact clients (ISO 18295- Kundenkontaktzentren (ISO 18295-2:2017)
2:2017)
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 18295-2:2017 E
worldwide for CEN national Members.

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SIST EN ISO 18295-2:2017
EN ISO 18295-2:2017 (E)
Contents Page
European foreword . 3

2

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SIST EN ISO 18295-2:2017
EN ISO 18295-2:2017 (E)
European foreword
This document (EN ISO 18295-2:2017) 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 18295-2:2017 has been approved by CEN as EN ISO 18295-2:2017 without any
modification.
3

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SIST EN ISO 18295-2:2017

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SIST EN ISO 18295-2:2017
INTERNATIONAL ISO
STANDARD 18295-2
First edition
2017-07
Customer contact centres —
Part 2:
Requirements for clients using the
services of customer contact centres
Centres de contact clients —
Partie 2: Exigences relatives aux donneurs d’ordre faisant appel aux
services de centres de contact clients
Reference number
ISO 18295-2:2017(E)
©
ISO 2017

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SIST EN ISO 18295-2:2017
ISO 18295-2:2017(E)

COPYRIGHT PROTECTED DOCUMENT
© ISO 2017, Published in Switzerland
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form
or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior
written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of
the requester.
ISO copyright office
Ch. de Blandonnet 8 • CP 401
CH-1214 Vernier, Geneva, Switzerland
Tel. +41 22 749 01 11
Fax +41 22 749 09 47
copyright@iso.org
www.iso.org
ii © ISO 2017 – All rights reserved

---------------------- Page: 8 ----------------------

SIST EN ISO 18295-2:2017
ISO 18295-2:2017(E)

Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Client requirements for CCC service provisioning . 1
5 Customer experience . 2
5.1 General . 2
5.2 Identifying customers’ needs . 2
5.3 Customer experience strategy . 2
5.4 Customer access and contact strategy . 2
5.5 Customer costs . 3
5.6 Consistency of information . 3
5.7 Customer protection . 3
5.8 Ethical behaviour . 3
5.9 Customer data . 4
6 Client relationship with the CCC . 4
6.1 General . 4
6.2 Customer experience strategy . 4
6.3 Customer access and contact strategy . 4
6.4 Roles and responsibilities . 4
6.5 Communication of information to the CCC . 4
6.6 Operational processes . 4
6.7 Forecasting and planning . 5
6.8 Monitoring CCC performance . 5
6.9 Customer feedback . 5
6.10 Terms of service . 5
Bibliography . 6
© ISO 2017 – All rights reserved iii

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SIST EN ISO 18295-2:2017
ISO 18295-2:2017(E)

Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/ patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO’s adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following
URL: w w w . i s o .org/ iso/ foreword .html
This document was prepared by ISO/PC 273, Customer contact centres.
A list of all the parts of ISO 18295 can be found on the ISO website.
iv © ISO 2017 – All rights reserved

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SIST EN ISO 18295-2:2017
ISO 18295-2:2017(E)

Introduction
The ongoing success and development of any organization relies on its understanding of the expectation
levels and perceptions of its customers. The results of specific consumer research by ISO’s Consumer
Policy Committee (COPOLCO) prompted an initial request to member bodies to assess the interest in a
customer-focused contact centres standard.
Service standards are an important element of service management
...

SLOVENSKI STANDARD
oSIST prEN ISO 18295-2:2016
01-julij-2016
Klicni centri - 2. del: Zahteve za uporabo storitev klicnih centrov (ISO/DIS 18295-
2:2016)
Customer contact centres - Part 2: Requirements for using the services of customer
contact centres (ISO/DIS 18295-2:2016)
Centres de contact avec les clients - Partie 2: Exigences relatives à l'utilisation des
services des centres de contact clients (ISO/DIS 18295-2:2016)
Ta slovenski standard je istoveten z: prEN ISO 18295-2
ICS:
03.080.30 Storitve za potrošnike Services for consumers
oSIST prEN ISO 18295-2:2016 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

---------------------- Page: 1 ----------------------
oSIST prEN ISO 18295-2:2016

---------------------- Page: 2 ----------------------
oSIST prEN ISO 18295-2:2016
DRAFT INTERNATIONAL STANDARD
ISO/DIS 18295-2
ISO/PC 273 Secretariat: SABS
Voting begins on: Voting terminates on:
2016-05-12 2016-08-11
Customer contact centres —
Part 2:
Requirements for using the services of customer contact
centres
Centres de contact avec les clients
ICS: 03.080.30
ISO/CEN PARALLEL PROCESSING
This draft has been developed within the International Organization for
Standardization (ISO), and processed under the ISO lead mode of collaboration
as defined in the Vienna Agreement.
This draft is hereby submitted to the ISO member bodies and to the CEN member
bodies for a parallel five month enquiry.
THIS DOCUMENT IS A DRAFT CIRCULATED
FOR COMMENT AND APPROVAL. IT IS
THEREFORE SUBJECT TO CHANGE AND MAY
NOT BE REFERRED TO AS AN INTERNATIONAL
STANDARD UNTIL PUBLISHED AS SUCH.
To expedite distribution, this document is circulated as received from the
IN ADDITION TO THEIR EVALUATION AS
committee secretariat. ISO Central Secretariat work of editing and text
BEING ACCEPTABLE FOR INDUSTRIAL,
composition will be undertaken at publication stage.
TECHNOLOGICAL, COMMERCIAL AND
USER PURPOSES, DRAFT INTERNATIONAL
STANDARDS MAY ON OCCASION HAVE TO
BE CONSIDERED IN THE LIGHT OF THEIR
POTENTIAL TO BECOME STANDARDS TO
WHICH REFERENCE MAY BE MADE IN
Reference number
NATIONAL REGULATIONS.
ISO/DIS 18295-2:2016(E)
RECIPIENTS OF THIS DRAFT ARE INVITED
TO SUBMIT, WITH THEIR COMMENTS,
NOTIFICATION OF ANY RELEVANT PATENT
RIGHTS OF WHICH THEY ARE AWARE AND TO
©
PROVIDE SUPPORTING DOCUMENTATION. ISO 2016

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oSIST prEN ISO 18295-2:2016
ISO/DIS 18295-2:2016(E)

COPYRIGHT PROTECTED DOCUMENT
© ISO 2016, Published in Switzerland
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form
or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior
written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of
the requester.
ISO copyright office
Ch. de Blandonnet 8 • CP 401
CH-1214 Vernier, Geneva, Switzerland
Tel. +41 22 749 01 11
Fax +41 22 749 09 47
copyright@iso.org
www.iso.org
ii © ISO 2016 – All rights reserved

---------------------- Page: 4 ----------------------
oSIST prEN ISO 18295-2:2016
ISO/DIS 18295-2:2016(E)

Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
3.1 Client requirements for CCC service provisioning . 2
4 Customer Experience . 2
4.1 General . 2
4.2 Identifying customers’ needs . 2
4.3 Customer experience strategy . 3
4.4 Customer access strategy . 3
4.5 Costs . 3
4.6 Consistency of information . 3
4.7 Customer protection . 3
4.8 Ethical behaviour . 4
4.9 Customer Data . 4
5 Client relationship with the CCC . 4
5.1 General . 4
5.2 Customer experience strategy . 4
5.3 Customer Access Strategy . 4
5.4 Roles and responsibilities . 4
5.5 Information sharing and communication . 4
5.6 Operational processes . 5
5.7 Forecasting and planning . 5
5.8 Monitoring CCC performance . 5
5.9 Customer feedback . 5
BIBLIOGRAPHY . 6
© ISO 2016 – All rights reserved iii

---------------------- Page: 5 ----------------------
oSIST prEN ISO 18295-2:2016
ISO/DIS 18295-2:2016(E)

Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national
standards bodies (ISO member bodies). The work of preparing International Standards is normally
carried out through ISO technical committees. Each member body interested in a subject for which
a technical committee has been established has the right to be represented on that committee.
International organizations, governmental and non-governmental, in liaison with ISO, also take part
in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all
matters of electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the meaning of ISO specific terms and expressions related to conformity
assessment, as well as information about ISO’s adherence to the WTO principles in the Technical
Barriers to Trade (TBT) see the following URL: Foreword - Supplementary information
The committee responsible for this document is ISO/PC 273, Customer contact centres.
ISO 18952 consists of the following parts, under the general title Customer contact centres:
— Part 1: Requirements for customer contact centre
— Part 2: Requirements for using the services of customer contact centres
iv © ISO 2016 – All rights reserved

---------------------- Page: 6 ----------------------
oSIST prEN ISO 18295-2:2016
ISO/DIS 18295-2:2016(E)

Introduction
The ongoing success and development of any organization relies on its understanding of the expectation
levels and perceptions of its customers. The results of specific consumer research by ISO’s Consumer
Policy Committee (COPOLCO) prompted an initial request to member bodies to assess the interest in a
customer-focused contact centres standard.
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 employing the
services of in-house (captive) centres and outsourcers (third party providers) on behalf of customers.
It is intended to be used for any customer interaction with a CCC. Implementation of ISO 18295 will
create value for the customer, the client, the employee and the CCC -  improving the robustness and
efficiency of service, the client / CCC relationship, and therefore enabling the CCC to deliver a higher
level of customer experience on behalf of the clie
...

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