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Normas BSI – AENOR
BS EN 15838:2009

BS EN 15838:2009

Customer contact centres. Requirements for service provision

Fecha Anulación:
2017-08-16 /Withdrawn
Comité:
SVS/0
Equivalencias internacionales:

EN 15838:2009

Relación con otras normas BSI:

Reemplazada por: BS EN ISO 18295-1:2017

Reemplazada por: BS EN ISO 18295-2:2017

Resumen:
This European Standard specifies the requirements for customer contact centres. It aims to provide customer focused best practice designed to meet customer expectations. This standard applies both to customer contact centres that are in-house and those that have been outsourced. This European Standard focuses on the performance quality at the point of contact between the customer and the CCC.
Keywords:
Information exchange, Quality assurance, Personnel, Measurement, Training, Communication skills, Job specification, Data processing, Organizations, Management, Recruitment, Consumer-supplier relations, Consumers, Communication processes, Consumer protection
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