UNI EN 15838 : 2010
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.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
16-11-2017
01-01-2010
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
Describes the requirements for customer contact centres. Also provides customer focused best practice designed to meet customer expectations.
| DocumentType |
Standard
|
| PublisherName |
Ente Nazionale Italiano di Unificazione (UNI)
|
| Status |
Superseded
|
| SupersededBy |
| Standards | Relationship |
| EN 15838:2009 | Identical |
| 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 |
| 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 | Ergonomics 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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