ISO INTERNATIONAL 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) so International Organization for Standardization @ IS0 2017 vided by IHS under ted without license from IHS IS0 18295-1:2017(E) COPYRIGHTPROTECTEDDOCUMENT IS0 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 copyrightoffice Ch. de Blandonnet 8 . CP 401 CH-1214 Vernier, Geneva, Switzerland Tel. +41 22 749 01 11 Fax +41 22 749 09 47 [email protected] www.iso.org PrganizationforStandardization @ IS0 2017 - All rights reserved etworking permitted without license from IHS IS0 18295-1:2017(E) Contents Page Foreword ..iv Introduction. .. 1 Scope. 2 Normative references ..1. 3 Terms and definitions 4 Customer relationship requirements .2 4.1 General .2 4.2 Communication of information to customers .2 4.3 Measuring and monitoring of customer experience ..3 4.4 Complaints handling 4.5 Customer protection .3 5 Customer-focused leadership ..4 5.1 General ..4 5.2 Customer experience design and delivery 4 5.3 Employee satisfaction/engagement. .4 6 Human resources. .5 6.1 General. .5 6.2 Functions. .5 6.3 Agent competencies. .5 6.3.1 General .5 6.3.2 Communication and customer service competencies .6 6.3.3 Technical competencies. ..6 6.3.4 Client-specific competencies. 6.4 Skills development. .. 6 6.5 Communication of information to employees 7 Operational processes 7.1 General 7 7.2 Customer-related processes. 1 7.3 Workforce planning .7 7.4 Quality assurance related to customer interactions 7 8 Service delivery infrastructure .8 8.1 General. ..8 8.2 Handling customer interactions ..8 8.3 Customer data. ..8 8.4 Work environment. ..8 8.5 Continuation of service. Client relationship 9 Annex A (informative) Metrics Guidelines ..10 Annex B (informative) Client/CCC relationship ..15 Bibliography .16 iii ed without license from IHS