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DIN EN ISO 18295-2

Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017); German version EN ISO 18295-2:2017

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Organization: DIN
Publication Date: 1 October 2017
Status: active
Page Count: 14
ICS Code (Services for consumers): 03.080.30
scope:

Dieses Dokument legt Anforderungen für Organisationen fest, die Dienstleistungen von Kundenkontaktzentren (CCC) nutzen. Es zielt darauf ab, sicherzustellen, dass Kundenerwartungen durch die Bereitstellung und das Management angemessener Vereinbarungen, die die Anforderungen nach ISO 18295-1 erfüllen, durchgängig entsprochen wird.

Dieses Dokument gilt für Auftraggeber, von CCCs jeglicher Größe, in allen Sektoren einschließlich firmeninterner (unternehmenseigener) sowie ausgelagerter (durch Dritte betriebener) Zentren im Bereich verschiedenster Kontaktkanäle einschließlich verbaler und nonverbaler Medien.

Document History

DIN EN ISO 18295-2
October 1, 2017
Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017); German version EN ISO 18295-2:2017
Dieses Dokument legt Anforderungen für Organisationen fest, die Dienstleistungen von Kundenkontaktzentren (CCC) nutzen. Es zielt darauf ab, sicherzustellen, dass Kundenerwartungen durch die...
DIN EN ISO 18295-2
July 1, 2016
Customer contact centres - Part 2: Requirements for using the services of customer contact centres (ISO/DIS 18295-2:2016); German and English version prEN ISO 18295-2:2016
A description is not available for this item.

References

This document references:
DIN EN ISO 18295-1 - Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017); German version EN ISO 18295-1:2017
Published by DIN on October 1, 2017
Dieses Dokument legt Dienstleistungsanforderungen für Kundenkontaktzentren (CCC) fest. Es legt ein Rahmenwerk für jedes CCC fest, mit dem Ziel, Auftraggeber und Kunden mit der Erbringung von...
This document references:
DIN ISO 10002 - Quality management - Customer satisfaction - Guidelines for complaints handling in organizations (ISO 10002:2018)
Published by DIN on July 1, 2019
A description is not available for this item.
This document references:
DIN ISO 10003 - Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations (ISO 10003:2018)
Published by DIN on July 1, 2019
A description is not available for this item.
This document references:
DIN ISO 10004 - Quality management - Customer satisfaction - Guidelines for monitoring and measuring (ISO 10004:2018)
Published by DIN on July 1, 2019
A description is not available for this item.
This document references:
ISO 10002 - Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
Published by ISO on July 1, 2018
This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and...
This document references:
ISO 10003 - Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations
Published by ISO on July 1, 2018
This document gives guidelines for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process for complaints that have not been...
This document references:
ISO 10004 - Quality management - Customer satisfaction - Guidelines for monitoring and measuring
Published by ISO on July 1, 2018
This document gives guidelines for defining and implementing processes to monitor and measure customer satisfaction. This document is intended for use by any organization regardless of its type or...
This document references:
ISO 18295-1 - Customer contact centres - Part 1: Requirements for customer contact centres
Published by ISO on July 1, 2017
This document specifies service requirements for customer contact centres (CCC). It specifies a framework for any CCC that aims to assist in providing clients and customers with services that...
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