标准摘要
[中文适用范围]： 本文件规定了客户联络中心（CCC）的服务要求。 它为任何 CCC 指定了一个框架，旨在协助为客户和消费者提供持续、主动地满足或超越其需求的服务。 本文件适用于所有规模、所有部门和所有交互渠道（包括入站和出站）的内部（自保）和外包（第三方运营商）CCC。 它根据需要指定绩效指标 (KPI)。 [外文原描述]： ISO 18295-1:2017 specifies service requirements for customer contact centres (CCC). It specifies a framework for any CCC that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs. ISO 18295-1:2017 is applicable to both in-house (captive) and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required.
英文名称Customer contact centres — Part 1: Requirements for customer contact centres