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Normas DIN – AENOR
DIN EN ISO 18295-1:2016-07

DIN EN ISO 18295-1:2016-07

Customer contact centres - Part 1: Requirements for customer contact centres (ISO/DIS 18295-1:2016); German and English version prEN ISO 18295-1:2016 / Note: Date of issue 2016-06-10

Centres de contact avec les clients - Partie 1: Exigences relatives aux centres de contact clients (ISO/DIS 18295-1:2016); Version allemande et anglaise prEN ISO 18295-1:2016 / Attention: Date de parution 2016-06-10

Kundenkontaktzentren - Teil 1: Anforderungen an Kundenkontaktzentren (ISO/DIS 18295-1:2016); Deutsche und Englische Fassung prEN ISO 18295-1:2016 / Achtung: Erscheinungsdatum 2016-06-10

Fecha Anulación:
2017-10 /Withdrawn
Equivalencias internacionales:

ISO/DIS 18295-1 (2016-05)

prEN ISO 18295-1 (2016-05)

Relación con otras normas DIN:

Reemplazada por: DIN EN ISO 18295-1:2017-10

Resumen:
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. ISO 18295-1 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 as and where required.
Keywords:
Call centres, Communication, Communication media, Communication systems, Consumer-supplier relations, Customer satisfaction, Customers, Definitions, Employees, Enterprises, External, Information processing, Information technology, Internal, Management, Orderer, Performance, Qualifications, Quality assurance, Services, Specification (approval), Telecommunications, Telephone networks, Training
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