Norm

ISO 18295-1:2017 en

Customer contact centres - Part 1: Requirements for customer contact centres

73,12

Over deze norm

Status Definitief
Aantal pagina's 16
Gepubliceerd op 01-07-2017
Taal Engels
ISO 18295-1 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.

Details

ICS-code 03.080.30
Engelse titel Customer contact centres - Part 1: Requirements for customer contact centres
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