BS EN ISO 18295-2:2017 Customer contact centres Part 2: Requirements for clients using the services of customer contact centres

BS EN ISO 18295-2:2017

Customer contact centres. Requirements for clients using the services of customer contact centres

Status : Current   Published : August 2017



What is this standard about?

Customer contact centres (CCCs) play an important role in the interaction between organizations and their customers. They vary in their levels of service quality and consumer protection, and work to many different levels of efficiency. This new two-part standard (BS EN 18295-1 and BS EN 18295-2) has been created to help organizations achieve and maintain higher customer satisfaction levels.

This part of the standard, Part 2, is aimed at those organizations that employ customer contact centres, whether in-house or managed by an outsourcer. A customer contact centre is not responsible for certain aspects of products and services which remain the responsibility of the client organization and Part 2 gives guidance on those types of issues. It aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with their in-house or outsourced customer contact centres. 

Who is this standard for?

It is applicable to clients employing customer contact centres of all sizes and across all sectors.

Why should you use this standard?

Part 2 works with Part 1 (BS EN ISO 18295-1) which sets out best practice for all contact centres, whether in-house or outsourced and irrespective of the service sector, on a range of areas to ensure a high level of service. These include multichannel communication with customers, complaints handling and employee engagement. 

The ongoing success and development of any organization relies on its understanding of the expectation levels and perceptions of its customers. Together both parts will be especially beneficial for organizations that don’t always live up to customers’ expectations as they can help address problems such as waiting times, means of contacting the company and meeting customer experience expectations.

This standard will bring the following advantages to those who adopt it:

  • Improvements in customer contact quality, which can give a competitive edge to the organization and avoid the risk of customer criticism about poor service or service failure
  • Cost efficiencies through better processes and a better understanding of the customer contact service, while maintaining quality outcomes and effectiveness
  • Improvements in staff retention through understanding and valuing the staff contribution to customer service and outcomes

Standard NumberBS EN ISO 18295-2:2017
TitleCustomer contact centres. Requirements for clients using the services of customer contact centres
Publication Date15 August 2017
Normative References(Required to achieve compliance to this standard)ISO 18295-1:2017
Informative References(Provided for Information)ISO 10004:2012, ISO 10003:2007, ISO 10002:2014
ReplacesBS EN 15838:2009
International RelationshipsEN ISO 18295-2:2017,ISO 18295-2:2017
Draft Superseded By16/30300699 DC
DescriptorsCommunication skills, Consumer protection, Organizations, Measurement, Consumers, Training, Management, Job specification, Recruitment, Personnel, Communication processes, Quality assurance, Consumer-supplier relations, Data processing, Information exchange
Title in FrenchCentres de contact clients Exigences relatives aux donneurs d'ordre faisant appel aux services de centres de contact clients
Title in GermanKundenkontaktzentren Anforderungen für die Inanspruchnahme von Dienstleistungen von Kundenkontaktzentren
ISBN978 0 580 86521 3
File Size1.201 MB

 Your basket
Your basket is empty

Multi-user access to over 3,500 medical device standards, regulations, expert commentaries and other documents

Worldwide Standards
We can source any standard from anywhere in the world

Develop a PAS

Develop a fast-track standardization document in 9-12 months


Access, view and download standards with multiple user access, across multiple sites with BSOL