UNI EN 15838 : 2010

Superseded

Superseded A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.

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CUSTOMER CONTACT CENTRES - REQUIREMENTS FOR SERVICE PROVISION

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Superseded date: 16-11-2017

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Published date: 01-01-2010

Publisher: Ente Nazionale Italiano di Unificazione (UNI)

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PREMESSA
INTRODUZIONE
1 SCOPO E CAMPO DI APPLICAZIONE
2 RIFERIMENTI NORMATIVI
3 TERMINI E DEFINIZIONI
4 STRATEGIA E POLITICA GESTIONALE
5 OPERATORI DEL CENTRO DI CONTATTO
6 INFRASTRUTTURA
7 PROCESSI
8 SODDISFAZIONE DEL CLIENTE
9 RESPONSABILITA SOCIALE
APPENDICE A (normativa) - INDICATORI KPI OBBLIGATORI
APPENDICE B (informativa) - INDICATORI KPI RACCOMANDATI
APPENDICE C (informativa) - LINEE GUIDA ALLE MIGLIORI
PRATICHE PER ORGANIZZAZIONI COMMITTENTI
APPENDICE D (informativa) - CAPACITA GESTIONALI E
STRATEGICHE RACCOMANDATE IN UN CENTRO DI CONTATTO
BIBLIOGRAFIA

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Describes the requirements for customer contact centres. Also provides customer focused best practice designed to meet customer expectations.

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Document Type	Standard
ISBN
Pages
Published
Publisher	Ente Nazionale Italiano di Unificazione (UNI)
Status	Superseded
Superseded By	UNI EN ISO 18295-2 : 2018 UNI EN ISO 18295-1 : 2017

International Equivalents – Equivalent Standard(s) & Relationship - (Show below) - (Hide below)

Equivalent Standard(s)	Relationship
EN 15838:2009	Identical

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

UNI 11200 : 2010	SERVICES FOR RELATIONSHIP WITH THE CUSTOMER, THE CONSUMER AND THE CITIZEN, THROUGH CONTACT CENTERS - OPERATIONAL REQUIREMENTS FOR THE APPLICATION OF UNI EN 15838:2010

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

ISO 10003:2007	Quality management Customer satisfaction Guidelines for dispute resolution external to organizations
ISO/IEC Guide 37:2012	Instructions for use of products by consumers
ISO 10002:2014	Quality management Customer satisfaction Guidelines for complaints handling in organizations
EN ISO 6385:2016	ERGONOMIC PRINCIPLES IN THE DESIGN OF WORK SYSTEMS (ISO 6385:2016)
ISO 9000:2015	Quality management systems — Fundamentals and vocabulary
ISO 14025:2006	Environmental labels and declarations — Type III environmental declarations — Principles and procedures

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