New Standard from Last Update.

NATIONAL FOREWORD

This Indian Standard (Part 2) which is identical with ISO 18295-2 : 2017 ‘Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres’ issued by International Organization for Standardization (ISO) was adopted by the Bureau of Indian Standards on recommendation of the Information Technology and Information Technology Enabled Services Sectional Committee, and approval of the Service Sector Division Council.

This Indian Standard is published in several parts. The other Parts in this series are:

Part 1 Requirements for customer contact centres

The text of ISO Standard may be approved as suitable for publication as an Indian Standard without deviations. Certain terminologies and conventions are, however, not identical to those used in Indian Standards. Attention is particularly drawn to the following:

a) Wherever the words ‘International Standard’ appear referring to this standard, they should be read as ‘Indian Standard’.

b) Comma (,) has been used as a decimal marker, while in Indian Standards, the current practice is to use a point (.) as the decimal marker.