EN ISO 18295-2:2017

SLOVENSKI STANDARD
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
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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.

Contents Page
European foreword . 3

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.
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
ISO 18295-2:2017(E)
© ISO 2017, Published in Switzerland
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ii © ISO 2017 – All rights reserved

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 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

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 excellence; they help clarify
expectations for clients and employees, enable performance management, and support client and
customer satisfaction. This document specifies requirements and gives guidance for using 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 Customer Contact Centre (CCC).
Implementation of this document and ISO 18295-1 can create value for the customer, the client, the
employee and the CCC, improving the robustness and efficiency of service, the cli
...