DIN EN 15838:2010-02
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
CUSTOMER CONTACT CENTRES - REQUIREMENTS FOR SERVICE PROVISION
Hardcopy , PDF
01-10-2017
English
01-01-2010
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Management Strategy and Policy
5 Contact Centre agents
6 Infrastructure
7 Processes
8 Customer satisfaction
9 Social responsibility
Annex A (normative) - Mandatory KPIs
Annex B (informative) - Recommended KPIs
Annex C (informative) - Best practice guidelines for
client organizations
Annex D (informative) - Recommended skills for management
and strategy in a Customer Contact Centre
Bibliography
Defines the requirements for customer contact centres.
| DocumentType |
Standard
|
| Pages |
33
|
| PublisherName |
German Institute for Standardisation (Deutsches Institut für Normung)
|
| Status |
Superseded
|
| Standards | Relationship |
| EN 15838:2009 | Identical |
| ISO 10003:2007 | Quality management Customer satisfaction Guidelines for dispute resolution external to organizations |
| ISO/IEC Guide 37:2012 | Instructions for use of products by consumers |
| ISO 10002:2014 | Quality management Customer satisfaction Guidelines for complaints handling in organizations |
| EN ISO 6385:2016 | ERGONOMIC PRINCIPLES IN THE DESIGN OF WORK SYSTEMS (ISO 6385:2016) |
| ISO 9000:2015 | Quality management systems — Fundamentals and vocabulary |
| ISO 14025:2006 | Environmental labels and declarations — Type III environmental declarations — Principles and procedures |
| ISO 6385:2016 | Ergonomics principles in the design of work systems |
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