DIN EN ISO 18295-2:2017-10
Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017); German version EN ISO 18295-2:2017
| Fecha edición: |
2017-10-01
En Vigor
|
|---|---|
| Idiomas disponibles: | Inglés, Alemán |
| Resumen: | ISO 18295-2 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. ISO 18295-2 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. |
| 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|Use |
| ICS: | 03.080.30 - Servicios para consumidores |
| CTN: | |
|
Equivalencia Internacional |
Idéntica EN ISO 18295-2:2017 Idéntica ISO 18295-2:2017 |
|
Reemplazo Normas |
Reemplaza a DIN EN 15838:2010-02 Reemplaza a DIN EN ISO 18295-2:2016-07 |
Normas citadas
Libros relacionados
Normas relacionadas
Colecciones temáticas relacionadas
