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Norm
ÖNORM EN ISO 18295-1
Issue date: 2017 11 01
Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017)
This document specifies service requirements for customer contact centres (CCC). It specifies a framework for any CCC that aims to assist in providing clients and custome...
Valid
Publisher:
Austrian Standards International
Format:
Digital | 23 Pages
Language:
German
| English
| Download GER/ENG
ICS
This document specifies service requirements for customer contact centres (CCC). It 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.
This document is applicable to both in-house (captive) and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required.
ÖNORM EN ISO 18295-1
2017 11 01
Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017)
Norm
↖
ÖNORM D 1020
2001 08 01
Call Centre Services - Requirements for the service and the provision of the service of Call Centres...
Norm
Norm
Issue date :
2017 07 06
Customer contact centres — Part 1: Requirements for customer contact centres
