DIN EN ISO 18295-1:2017-10
Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017); German version EN ISO 18295-1:2017
| Fecha edición: |
2017-10-01
En Vigor
|
|---|---|
| Idiomas disponibles: | Inglés, Alemán |
| Resumen: | ISO 18295-1 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. ISO 18295-1 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. |
| Keywords: | Call centres|Communication|Communication media|Communication systems|Consumer-supplier relations|Customer contact centres|Customer satisfaction|Customers|Definitions|Employees|Enterprises|External|Information processing|Information technology|Internal|Management|Orderer|Performance|Qualifications|Quality assurance|Services|Specification (approval)|Telecommunications|Telephone networks|Training |
| ICS: | 03.080.30 - Servicios para consumidores |
| CTN: | |
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Equivalencia Internacional |
Idéntica EN ISO 18295-1:2017 Idéntica ISO 18295-1:2017 |
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Reemplazo Normas |
Reemplaza a DIN EN 15838:2010-02 Reemplaza a DIN EN ISO 18295-1:2016-07 |
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