ISO INTERNATIONAL 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) so International Organization for Standardization @ IS0 2017 ed without license from IHS IS0 18295-2:2017(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. ISOcopyrightoffice Ch. de Blandonnet 8 . CP 401 CH-1214 Vernier, Geneva, Switzerland Tel. +41 22 749 01 11 Fax +41 22 749 09 47 copyright@iso.org www.iso.org Internatinair PrganizationforStandardization @ IS0 2017 - All rights reserved etworking permitted without license from IHS IS0 18295-2:2017(E) Contents Page Foreword ..iv Introduction. 1 Scope 2 Normative references 3 Terms and definitions 4 Client requirements for CCC service provisioning .1 5 Customerexperience .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 iii vided by IHS under lic cense with ISO without license from IHS