UNI 11200 : 2010
Current
The latest, up-to-date edition.
SERVICES FOR RELATIONSHIP WITH THE CUSTOMER, THE CONSUMER AND THE CITIZEN, THROUGH CONTACT CENTERS - OPERATIONAL REQUIREMENTS FOR THE APPLICATION OF UNI EN 15838:2010
15-10-2019
1 SCOPO E CAMPO DI APPLICAZIONE
2 RIFERIMENTI NORMATIVI
3 TERMINI E DEFINIZIONI
4 STRATEGIA E POLITICA GESTIONALE
5 RISORSE UMANE
6 INFRASTRUTTURA
7 PROCESSI
8 SODDISFAZIONE DEL CLIENTE
APPENDICE A (normativa) - LISTA DELLE VERIFICHE E CONTROLLI
This standard gives reference indicators of the service requirements given by contact centers, as per annexes A and B of EN 15838, to grant an objective evaluation of the quality level of the services, regardless model organization or technology.
| Committee |
CT 40
|
| DocumentType |
Standard
|
| PublisherName |
Ente Nazionale Italiano di Unificazione (UNI)
|
| Status |
Current
|
| Supersedes |
| UNI EN ISO 9000 : 2005 | QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY |
| UNI EN ISO 9001 : 2008 | QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS |
| UNI EN 15838 : 2010 | CUSTOMER CONTACT CENTRES - REQUIREMENTS FOR SERVICE PROVISION |
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