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  • 16/30300696 DC : 0

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    Superseded A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
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    BS EN ISO 18295-1 - CUSTOMER CONTACT CENTRES - PART 1: REQUIREMENTS FOR CUSTOMER CONTACT CENTRES

    Available format(s):  Hardcopy, PDF

    Superseded date:  31-08-2017

    Language(s):  English

    Published date: 

    Publisher:  British Standards Institution

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    Table of Contents - (Show below) - (Hide below)

    Foreword
    Introduction
    1 Scope
    2 Normative references
    3 Terms and definitions
    4 Customer relationship requirements
    5 Customer focused leadership
    6 Human resources
    7 Operational processes
    8 Service delivery infrastructure
    9 Client relationship
    Annex A (normative) - Mandatory Metrics (KPIs)
    Annex B (informative) - Optional Metrics (KPIs)
    Annex C (informative) - Client CCC Relationship
    Bibliography

    General Product Information - (Show below) - (Hide below)

    Comment Closes On
    Committee SVS/0
    Document Type Draft
    Publisher British Standards Institution
    Status Superseded
    Superseded By

    Standards Referencing This Book - (Show below) - (Hide below)

    ISO/IEC 27001:2013 Information technology — Security techniques — Information security management systems — Requirements
    ISO 22301:2012 Societal security Business continuity management systems Requirements
    ISO 10004:2012 Quality management Customer satisfaction Guidelines for monitoring and measuring
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