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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

03.080.30

Topics

Services & management, Services, Services for consumers

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 EN 15838

2009 12 15

Customer Contact Centres - Requirements for service provision

Norm

ÖNORM D 1020

2001 08 01

Call Centre Services - Requirements for the service and the provision of the service of Call Centres...