BS EN ISO 18295-2:2017规定了使用客户联络中心服务的组织的要求 （CCC）。其目的是确保通过提供和 与符合ISO 18295-1要求的CCC进行适当安排的管理。本文件适用于所有部门（包括内部）使用各种规模CCC的客户 （专属）中心和外包（第三方运营商）中心，跨越多个联系渠道， 包括语音和非语音媒体。交叉引用:ISO 18295-1:2017ISO 10004:2012 ED1ISO 10003:2007 Ed 1ISO 10002:2014 Ed2替换BS EN 15838:2009，该版本保持最新。购买本文件时可获得的所有当前修订均包含在购买本文件中。

BS EN ISO 18295-2:2017 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 requirements of ISO 18295-1.This document is applicable to clients using CCCs of all sizes, across all sectors including in-house (captive) centres and outsourced (third party operator) centres, across multiple contact channels, including voice and non-voice media.Cross References:ISO 18295-1:2017ISO 10004:2012 ED1ISO 10003:2007 Ed 1ISO 10002:2014 ED2Replaces BS EN 15838:2009 which remains current.All current amendments available at time of purchase are included with the purchase of this document.