ISO 18295-1 Client relationship

ISO 18295-1 Clause 9 Client relationship

The CCC shall ensure that it delivers a consistently high level of service to customers, which meets the customer experience strategy of the client. The CCC shall ensure that the terms of the service are specified with the client, indicating designated responsibilities. It is recommended that the following details of service are addressed in the documented agreement between the CCC and the client:

• Scope of the service, specifically the performance targets against agreed metrics, which needs to be defined and measured with calculation methodology;
• Service level agreement (SLA) and response for exceeding or not meeting targets;
• Costs associated with agreed scope of service;
• Client-specific policies relevant to the CCC monitoring and reporting of performance (e.g. Control methods and frequency, verification meetings);
• Processes and operational practices (e.g. Operational procedures, communication guidelines);
• Contact strategy and interaction channels;
• Operational hours of the customer contact channels;
• Escalation processes;
• Forecasting, scheduling and planning assumptions;
• Roles and responsibilities of the CCC and the client;
• Business continuity plans.