标准编号：ISO 18295-2:2017
中文名称：客户联络中心 第2部分：客户使用客户联络中心服务的要求
英文名称：Customer contact centres — Part 2: Requirements for clients using the services of customer contact centres
发布日期：2017-07
标准范围
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.
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