I.S. EN ISO 18295-1:2017
Current
The latest, up-to-date edition.
CUSTOMER CONTACT CENTRES - PART 1: REQUIREMENTS FOR CUSTOMER CONTACT CENTRES (ISO 18295-1:2017)
Hardcopy , PDF
English
01-01-2017
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National Foreword
European foreword
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Customer relationship requirements
5 Customer-focused leadership
6 Human resources
7 Operational processes
8 Service delivery infrastructure
9 Client relationship
Annex A (informative) - Metrics - Guidelines
Annex B (informative) - Client/CCC relationship
Bibliography
Describes service requirements for customer contact centres (CCC). Also defines 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.
| DevelopmentNote |
Supersedes I.S. EN 15838. (09/2017)
|
| DocumentType |
Standard
|
| Pages |
34
|
| PublisherName |
National Standards Authority of Ireland
|
| Status |
Current
|
| Supersedes |
| Standards | Relationship |
| ISO 18295-1:2017 | Identical |
| EN ISO 18295-1:2017 | Identical |
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| ISO 22301:2012 | Societal security Business continuity management systems Requirements |
| ISO 10004:2012 | Quality management Customer satisfaction Guidelines for monitoring and measuring |
| ISO 10002:2014 | Quality management Customer satisfaction Guidelines for complaints handling in organizations |
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