Coming soon, the new standard for CCC: ISO 18295

October 26th, 2016 | Manfred Stockmann | News

After three-and-a-half years of development, the former standard for Customer Contact Centres called ISO 18295 reached the final stage.

It is aggreed that with its publication in spring 2017, it will also replace the EN 15838 norm.

Jo Davies, member of the UK delegation summarized the main changes in the so called FDIS stage.

“What are the main changes in the FDIS compared with the previous version?
This was the fifth meeting to develop the ISO 18295 standard on customer contact centres. The intention was to resolve the draft International Standard (DIS) comments for 18295-1 and 18295-2 in Pretoria, ready for the Approval stage. ANEC had approved the ISO DIS 18295-1 and 18295-2 and requested the standard is adopted at European level. ….”

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