1、Customer contact centresPart 2: Requirements for clients using the services of customer contact centresBS EN ISO 18295-2:2017BSI Standards PublicationWB11885_BSI_StandardCovs_2013_AW.indd 1 15/05/2013 15:06EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN ISO 18295-2 August 2017 ICS 03.080.30 Sup
2、ersedes EN 15838:2009English 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 relatives aux donneurs dordre faisant appel aux services de centres de contact clients (
3、ISO 18295-2:2017) Kundenkontaktzentren - Teil 2: Anforderungen fr die Inanspruchnahme von Dienstleistungen von Kundenkontaktzentren (ISO 18295-2:2017) 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
4、 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 Stand
5、ard 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 nati
6、onal 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, Ser
7、bia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG CEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels 2017 CEN All rights of exploitation in any form and by
8、 any means reserved worldwide for CEN national Members. Ref. No. EN ISO 18295-2:2017 ENational forewordThis British Standard is the UK implementation of EN ISO 18295-2:2017. Together with BS EN ISO 18295-1:2017, it supersedes BS EN 15838:2009, which will be withdrawn on publication of BS EN ISO 1829
9、5-1:2017.The UK participation in its preparation was entrusted to Technical Committee SVS/0, Customer service - Fundamental principles.A list of organizations represented on this committee can be obtained on request to its secretary.This publication does not purport to include all the necessary prov
10、isions of a contract. Users are responsible for its correct application. The British Standards Institution 2017 Published by BSI Standards Limited 2017ISBN 978 0 580 86521 3ICS 03.080.30Compliance with a British Standard cannot confer immunity from legal obligations.This British Standard was publish
11、ed under the authority of the Standards Policy and Strategy Committee on 31 August 2017.Amendments/corrigenda issued since publicationDate Text affectedBRITISH STANDARDBS EN ISO 18295-2:2017EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN ISO 18295-2 August 2017 ICS 03.080.30 Supersedes EN 15838
12、:2009English 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 relatives aux donneurs dordre faisant appel aux services de centres de contact clients (ISO 18295-2:2017
13、) Kundenkontaktzentren - Teil 2: Anforderungen fr die Inanspruchnahme von Dienstleistungen von Kundenkontaktzentren (ISO 18295-2:2017) 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
14、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 th
15、ree 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 b
16、odies 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, S
17、lovenia, Spain, Sweden, Switzerland, Turkey and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG CEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels 2017 CEN All rights of exploitation in any form and by any means reser
18、ved worldwide for CEN national Members. Ref. No. EN ISO 18295-2:2017 EBS EN ISO 18295-2:2017EN ISO 18295-2:2017 (E) 2 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
19、 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 sub
20、ject 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 Stan
21、dard: 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, Slov
22、enia, 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. ISO 18295-2:2017(E)Foreword ivIntroduction v1 Scope . 12 Normative references 13 Terms and definitions . 14 Clien
23、t requirements for CCC service provisioning 15 Customer experience . 25.1 General . 25.2 Identifying customers needs . 25.3 Customer experience strategy . 25.4 Customer access and contact strategy 25.5 Customer costs 35.6 Consistency of information 35.7 Customer protection 35.8 Ethical behaviour 35.
24、9 Customer data 46 Client relationship with the CCC . 46.1 General . 46.2 Customer experience strategy . 46.3 Customer access and contact strategy 46.4 Roles and responsibilities . 46.5 Communication of information to the CCC . 46.6 Operational processes 46.7 Forecasting and planning . 56.8 Monitori
25、ng CCC performance . 56.9 Customer feedback 56.10 Terms of service . 5Bibliography 6 ISO 2017 All rights reserved iiiContents PageBS EN ISO 18295-2:2017ISO 18295-2:2017(E)Foreword ivIntroduction v1 Scope . 12 Normative references 13 Terms and definitions . 14 Client requirements for CCC service prov
26、isioning 15 Customer experience . 25.1 General . 25.2 Identifying customers needs . 25.3 Customer experience strategy . 25.4 Customer access and contact strategy 25.5 Customer costs 35.6 Consistency of information 35.7 Customer protection 35.8 Ethical behaviour 35.9 Customer data 46 Client relations
27、hip with the CCC . 46.1 General . 46.2 Customer experience strategy . 46.3 Customer access and contact strategy 46.4 Roles and responsibilities . 46.5 Communication of information to the CCC . 46.6 Operational processes 46.7 Forecasting and planning . 56.8 Monitoring CCC performance . 56.9 Customer
28、feedback 56.10 Terms of service . 5Bibliography 6 ISO 2017 All rights reserved iiiContents PageBS EN ISO 18295-2:2017ISO 18295-2:2017(E)ForewordISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing I
29、nternational 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
30、 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 Directi
31、ves, 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 so
32、me 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 declar
33、ations 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
34、assessment, as well as information about ISOs adherence to the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following URL: www .iso .org/ iso/ foreword .htmlThis document was prepared by ISO/PC 273, Customer contact centres.A list of all the parts of ISO
35、 18295 can be found on the ISO website.iv ISO 2017 All rights reservedBS EN ISO 18295-2:2017ISO 18295-2:2017(E)ForewordISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards is
36、 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
37、 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 particula
38、r 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 thi
39、s 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
40、.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 in
41、formation about ISOs adherence to the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following URL: www .iso .org/ iso/ foreword .htmlThis document was prepared by ISO/PC 273, Customer contact centres.A list of all the parts of ISO 18295 can be found on th
42、e ISO website.iv ISO 2017 All rights reserved ISO 18295-2:2017(E)IntroductionThe 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 ISOs Consumer Policy Committee (CO
43、POLCO) 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
44、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).I
45、mplementation 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 client/CCC relationship, therefore enabling the CCC to deliver a higher level of customer experience on behalf of the client
46、.ISO 18295 comprises two parts (see Figure 1).This document specifies requirements for the client organization that mandates the CCC (in-house CCC and/or the outsourcer). A CCC is not responsible for certain aspects of products and services which remain the responsibility of the client organization.
47、This document aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with CCCs meeting the requirements of this document.ISO 18295-1 specifies requirements for CCCs which are either in-house or managed by an outsourcer. It deal
48、s with certain aspects of products and services which remain the responsibility of the client organisation, rather than the CCC. ISO 2017 All rights reserved vBS EN ISO 18295-2:2017ISO 18295-2:2017(E)Figure 1 Relationship between ISO 18295-1 and ISO 18295-2vi ISO 2017 All rights reservedBS EN ISO 18
49、295-2:2017ISO 18295-2:2017(E)Figure 1 Relationship between ISO 18295-1 and ISO 18295-2vi ISO 2017 All rights reserved INTERNATIONAL STANDARD ISO 18295-2:2017(E)Customer contact centres Part 2: Requirements for clients using the services of customer contact centres1 ScopeThis 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 requireme
