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  • DIN EN 15838:2010-02

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    Superseded A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
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    CUSTOMER CONTACT CENTRES - REQUIREMENTS FOR SERVICE PROVISION

    Available format(s):  Hardcopy, PDF

    Superseded date:  01-10-2017

    Language(s):  English

    Published date:  01-01-2010

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

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

    Foreword
    Introduction
    1 Scope
    2 Normative references
    3 Terms and definitions
    4 Management Strategy and Policy
    5 Contact Centre agents
    6 Infrastructure
    7 Processes
    8 Customer satisfaction
    9 Social responsibility
    Annex A (normative) - Mandatory KPIs
    Annex B (informative) - Recommended KPIs
    Annex C (informative) - Best practice guidelines for
            client organizations
    Annex D (informative) - Recommended skills for management
            and strategy in a Customer Contact Centre
    Bibliography

    Abstract - (Show below) - (Hide below)

    Defines the requirements for customer contact centres.

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

    Document Type Standard
    Publisher German Institute for Standardisation (Deutsches Institut für Normung)
    Status Superseded
    Superseded By

    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
    ISO 6385:2016 Ergonomics principles in the design of work systems
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