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Standards for the Business Process Outsourcing (BPO) Sector

Last Modified: 11 Nov, 22

 

 

Standards for the Business Process Outsourcing (BPO) Sector

 

    JS ISO 10001: 2019

Quality management — Customer satisfaction — Guidelines for codes of conduct for organizations

This document gives guidelines for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct.

ISBN 978-976-604-974-4

 

 

JS ISO 10002: 2019

Quality management — Customer satisfaction — Guidelines for complaints handling in organizations

This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system. ISBN 978-976-604-971-3

 

 

JS ISO 10008: 2017

Jamaican Standard Specification for Quality management — Customer satisfaction — Guidelines for business-to-consumer electronic commerce transactions

This international standard provides guidance for planning, designing, developing, implementing, maintaining and improving an effective and efficient business- to-consumer electronic commerce transaction (B2C ECT) system within an organization.

ISBN978-976-604-830-3

 

 

JS ISO 10004: 2019

Quality management — Customer satisfaction — Guidelines for monitoring and measuring

Provides guidance in defining and implementing processes to monitor and measure customer satisfaction. ISBN 978-976-604-561-6

 

JS ISO 18295-1: 2020

Customer contact centres – Part 1: Requirements for customer contact centres

This document specifies service requirements for customer contact centres (CCC). It specifies a framework for any CCC that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.

This document is applicable to both in-house (captive) and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required.

Voluntary. ISBN 978-976-8296-27-6

JS ISO 18295-2: 2020

Customer contact centres -Part 2: Requirements for clients using the services of customer contact centres

This document 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.

Voluntary. ISBN 978-976-8296-28-3

 

To purchase any of the standards listed above, kindly contact the BSJ's Technical Information Centre at (876) 618-1534, Flow (876) 632-4275 or TIC@bsj.org.jm

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