ISO 18295-1 - Customer Contact Centres Services
ISO 18295-1 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 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.
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Environmental sustainability is one of the most significant global challenges. Organisations are increasingly required to demonstrate proactive management of the environmental impacts of their business operations.
Stakeholder demands are increasing and environmental performance expectations are becoming more prevalent.
What is an Environmental Management System (EMS)?
An Environmental Management System is a framework, which can be integrated with existing business processes to effectively identify, measure, manage and control risks and environmental impacts. An Environmental Management System also establishes the means for improving performance and moving towards environmental sustainability through best practise such as ISO14001.
To know more about the standard, please visit the ISO website, or contact our Partners offering this service.