NFX 50 798 : 2003
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
SERVICES OF CUSTOMER RELATIONS CENTRES - SERVICE COMMITMENTS
12-01-2009
01-12-2013
Avant-propos
1 Domaine d'application
2 Termes et définitions
3 Engagements de service
3.1 Modalités d'accès au service
3.2 Prise en charge du contact
3.3 Traitement de la demande
3.4 Conclusion du contact
3.5 Gestion des réclamations
3.6 Gestion des recours
3.7 Mesure du niveau de satisfaction
Annexe A (informative) - Les différentes phases de traitement
de l'appel
Annexe B (informative) - Environnement des Centres de Relation
Client (en plate-forme de traitement
des contacts)
Annexe C (informative) - Compétences du personnel des Centres
de Relation Client
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