ISO 18295-2:2017

Overview

ISO 18295-2:2017, titled Customer Contact Centres - Part 2: Requirements for Clients Using the Services of Customer Contact Centres, is an international standard developed by ISO to guide organizations that engage customer contact centres (CCCs). This standard ensures that clients maintain high customer service standards by effectively managing and collaborating with both in-house and outsourced contact centres. Covering multiple contact channels, including voice and non-voice media, ISO 18295-2 focuses on meeting customer expectations consistently through structured requirements and best practices.

Key Topics

• Client Requirements for CCC Service Provisioning
  Organizations using contact centre services must identify customer needs and expectations, clearly communicate these insights to the CCC, and ensure that the CCC is equipped with the necessary resources and competencies to deliver optimal customer service.

• Customer Experience Strategy
  Clients are tasked with creating and documenting a clear customer experience strategy that defines the desired customer interactions. This includes objectives for communication, brand management, accessibility, and alignment with internal and external stakeholders.

• Customer Access and Contact Strategy
  The standard requires clients to design accessible contact channels with clear operating hours. Customers must be informed about all CCC contact options, including any limitations or costs associated with these channels. Additionally, interaction systems should be user-friendly, allowing quick escalation to human agents to enhance customer satisfaction.

• Customer Protection and Ethical Behaviour
  Ethical guidelines are emphasized, such as transparent sales contacts, respecting opt-in/opt-out lists, and ensuring calls are made at reasonable times. The standard also addresses safeguarding customer data, confidentiality, privacy, and compliance with applicable laws.

• Client-CCC Relationship Management
  Clear delineation of roles and responsibilities between clients and contact centres is essential. This includes consistent communication of strategies, operational processes, forecasting, performance monitoring, and timely feedback mechanisms to improve service delivery.

Applications

ISO 18295-2:2017 is applicable across various industry sectors and organizations of all sizes utilizing customer contact centres, whether they maintain captive (in-house) centres or outsource operations. It applies to contact centres managing multiple channels like telephone, email, chat, and social media. Practical applications include:

• Enhancing the quality and consistency of customer interactions through clear client requirements and management practices.
• Designing accessible and inclusive customer contact strategies to accommodate diverse customer demographics, including vulnerable groups.
• Implementing robust data protection and privacy controls to maintain customer trust.
• Establishing ethical frameworks for sales and service communications, thereby protecting customer interests.
• Improving client and contact centre collaboration for better service level adherence, operational efficiency, and customer satisfaction.

Clients adopting ISO 18295-2 can expect to foster stronger relationships with their CCC providers, leading to improved customer loyalty and experience.

Related Standards

• ISO 18295-1:2017 - Customer Contact Centres - Part 1: Requirements for Customer Contact Centres
  ISO 18295-1 complements this standard by specifying the requirements for the contact centres themselves, including operational capabilities, agent competencies, and service quality. Together, ISO 18295-1 and ISO 18295-2 provide a comprehensive framework covering both parties in the customer contact service chain.

• ISO/IEC Directives, Part 1 and Part 2
  These documents outline the procedures for the preparation and maintenance of ISO standards ensuring consistency and quality in international standard development.

• ISO Consumer Policy Committee (COPOLCO) Recommendations
  COPOLCO drives consumer-related standards initiatives and provides guidance on customer-focused service management approaches that underpin standards like ISO 18295-2.

By adhering to ISO 18295-2:2017, client organizations can systematically enhance their use of customer contact centres, ensuring consistent, ethical, and customer-centric service delivery, aligned with international best practices. Keywords: ISO 18295-2, customer contact centres, CCC, customer experience strategy, client requirements, customer protection, ethical behaviour, contact centre standards, outsourced contact centre.