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DIN EN ISO 18295-1 E : 2017

Current
Current

The latest, up-to-date edition.

CUSTOMER CONTACT CENTRES - PART 1: REQUIREMENTS FOR CUSTOMER CONTACT CENTRES (ISO 18295-1:2017)
Available format(s)

Hardcopy , PDF

Language(s)

English

Published date

01-01-2017

National foreword
National Annex NA (informative) - Bibliography
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

Defines service requirements for customer contact centres (CCC) and also 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.

DevelopmentNote
Supersedes DIN EN 15838 E. (10/2017)
DocumentType
Standard
Pages
26
PublisherName
German Institute for Standardisation (Deutsches Institut für Normung)
Status
Current
Supersedes

Standards Relationship
ISO 18295-1:2017 Identical
EN ISO 18295-1:2017 Identical

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