GSO ISO 18295-1:2021
ISO 18295-1:2017
Gulf Standard
Current Edition
·
Approved on
01 July 2021
Customer contact centres — Part 1: Requirements for customer contact centres
GSO ISO 18295-1:2021 Files
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GSO ISO 18295-1:2021 Scope
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.
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