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  • DIN EN ISO 18295-1 E : 2017

    Current The latest, up-to-date edition.

    CUSTOMER CONTACT CENTRES - PART 1: REQUIREMENTS FOR CUSTOMER CONTACT CENTRES (ISO 18295-1:2017)

    Available format(s):  Hardcopy, PDF

    Language(s):  English

    Published date:  01-01-2017

    Publisher:  German Institute for Standardisation (Deutsches Institut für Normung)

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

    National foreword
    National Annex NA (informative) - Bibliography
    European foreword
    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 (informative) - Metrics - Guidelines
    Annex B (informative) - Client/CCC relationship
    Bibliography

    Abstract - (Show below) - (Hide below)

    Defines service requirements for customer contact centres (CCC) and also 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.

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

    Development Note Supersedes DIN EN 15838 E. (10/2017)
    Document Type Standard
    Publisher German Institute for Standardisation (Deutsches Institut für Normung)
    Status Current
    Supersedes

    Standards Referenced By This Book - (Show below) - (Hide below)

    DIN EN ISO 18295-2 E : 2017 CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR CLIENTS USING THE SERVICES OF CUSTOMER CONTACT CENTRES (ISO 18295-2:2017)

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

    DIN EN ISO/IEC 27001 E : 2017 INFORMATION TECHNOLOGY - SECURITY TECHNIQUES - INFORMATION SECURITY MANAGEMENT SYSTEMS - REQUIREMENTS (ISO/IEC 27001:2013 INCLUDING COR 1:2014 AND COR 2:2015)
    ISO/IEC 27001:2013 Information technology — Security techniques — Information security management systems — Requirements
    DIN ISO 2859-1:2014-08 SAMPLING PROCEDURES FOR INSPECTION BY ATTRIBUTES - PART 1: SAMPLING SCHEMES INDEXED BY ACCEPTANCE QUALITY LIMIT (AQL) FOR LOT-BY-LOT INSPECTION (ISO 2859-1:1999 + COR. 1:2001 + AMD.1:2011)
    ISO 22301:2012 Societal security Business continuity management systems Requirements
    ISO 10004:2012 Quality management Customer satisfaction Guidelines for monitoring and measuring
    ISO 10002:2014 Quality management Customer satisfaction Guidelines for complaints handling in organizations
    DIN EN ISO 22301 E : 2014 SOCIETAL SECURITY - BUSINESS CONTINUITY MANAGEMENT SYSTEMS - REQUIREMENTS (ISO 22301:2012)
    DIN ISO 10004:2015-01 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING (ISO 10004:2012)
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