16/30300696 DC : 0
Superseded
View Superseded by
BS EN ISO 18295-1 - CUSTOMER CONTACT CENTRES - PART 1: REQUIREMENTS FOR CUSTOMER CONTACT CENTRES
Hardcopy , PDF
English
08-31-2017
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 (normative) - Mandatory Metrics (KPIs)
Annex B (informative) - Optional Metrics (KPIs)
Annex C (informative) - Client CCC Relationship
Bibliography
BS EN ISO 18295-1.
| Committee |
SVS/0
|
| DocumentType |
Draft
|
| Pages |
24
|
| PublisherName |
British Standards Institution
|
| Status |
Superseded
|
| SupersededBy |
| ISO/IEC 27001:2013 | Information technology — Security techniques — Information security management systems — Requirements |
| ISO 22301:2012 | Societal security — Business continuity management systems — Requirements |
| ISO 10004:2012 | Quality management — Customer satisfaction — Guidelines for monitoring and measuring |
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