Name: UNI 11200 : 2010
Brand: UNI

SERVICES FOR RELATIONSHIP WITH THE CUSTOMER, THE CONSUMER AND THE CITIZEN, THROUGH CONTACT CENTERS - OPERATIONAL REQUIREMENTS FOR THE APPLICATION OF UNI EN 15838:2010

Published date

10-15-2019

Publisher

Ente Nazionale Italiano di Unificazione (UNI)

1 SCOPO E CAMPO DI APPLICAZIONE
2 RIFERIMENTI NORMATIVI
3 TERMINI E DEFINIZIONI
4 STRATEGIA E POLITICA GESTIONALE
5 RISORSE UMANE
6 INFRASTRUTTURA
7 PROCESSI
8 SODDISFAZIONE DEL CLIENTE
APPENDICE A (normativa) - LISTA DELLE VERIFICHE E CONTROLLI

This standard gives reference indicators of the service requirements given by contact centers, as per annexes A and B of EN 15838, to grant an objective evaluation of the quality level of the services, regardless model organization or technology.

Committee	CT 40
DocumentType	Standard
PublisherName	Ente Nazionale Italiano di Unificazione (UNI)
Status	Current
Supersedes	UNI 11200 : 2006

UNI EN ISO 9000 : 2005	QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY
UNI EN ISO 9001 : 2008	QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS
UNI EN 15838 : 2010	CUSTOMER CONTACT CENTRES - REQUIREMENTS FOR SERVICE PROVISION

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UNI 11200 : 2010

SERVICES FOR RELATIONSHIP WITH THE CUSTOMER, THE CONSUMER AND THE CITIZEN, THROUGH CONTACT CENTERS - OPERATIONAL REQUIREMENTS FOR THE APPLICATION OF UNI EN 15838:2010

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