ISO 18295-1 Service delivery infrastructure

ISO 18295-1 Clause 8 Service delivery infrastructure

ISO 18295-1 Clause 8.1 General

The CCC shall provide infrastructure to meet the mandate of the client and customers’ expectations.

ISO 18295-1 Clause 8.2 Handling customer interactions

The CCC shall have the appropriate resources/systems (e.g. hardware, software, web-based) for handling customer interactions. This shall include the following features:

• Interaction history to capture and retain records of customer interactions;
• Interaction details, which are easily accessible and available to agents;
• Access to relevant data and information to enable agents to deal with customers effectively;
• Data reporting for the CCC customer contact-specific activities.

ISO 18295-1 Clause 8.3 Customer data

The CCC shall handle, store and retrieve customer data in a secure, access-controlled and monitored environment. The CCC shall keep customer data private and only share them with authorized parties. It shall delete data that are no longer required.

ISO 18295-1 Clause 8.4 Work environment

The CCC shall provide a suitable work environment, taking into account factors including ergonomics, noise, room size, seating layout and use of technology.

ISO 18295-1 Clause 8.5 Continuation of service

The CCC shall ensure continuity of service, according to the terms it agrees with the client. If services are interrupted, the CCC shall inform the client and, where possible:

• Inform customers;
• Provide alternative contact channels;
• Advise when the service will be reinstated.