UNLIMITED FREE
ACCESS TO THE WORLD'S BEST IDEAS

SUBMIT
Already a GlobalSpec user? Log in.

This is embarrasing...

An error occurred while processing the form. Please try again in a few minutes.

Customize Your GlobalSpec Experience

Select Your Free Newsletters

Industry Newsletters

Select Your Free Product Alerts

Finish!
Privacy Policy

This is embarrasing...

An error occurred while processing the form. Please try again in a few minutes.

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

active, Most Current
Buy Now
Organization: DIN
Publication Date: 1 October 2017
Status: active
Page Count: 26
ICS Code (Services for consumers): 03.080.30
scope:

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 Dienstleistungen, die deren Bedürfnisse kontinuierlich und proaktiv erfüllen oder übertreffen, zu unterstützen.

Dieses Dokument gilt sowohl für firmeninterne (unternehmenseigene) als auch für ausgelagerte (durch Dritte betriebene) CCCs jeglicher Größe, in allen Sektoren und allen Interaktionskanälen einschließlich Inbound und Outbound. Es legt bei Bedarf und soweit erforderlich Leistungsmetriken (KPIs) fest.

Document History

DIN EN ISO 18295-1
October 1, 2017
Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017); German version EN ISO 18295-1:2017
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...
DIN EN ISO 18295-1
July 1, 2016
Customer contact centres - Part 1: Requirements for customer contact centres (ISO/DIS 18295-1:2016); German and English version prEN ISO 18295-1:2016
A description is not available for this item.

References

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 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 22301 - Security and resilience — Business continuity management systems — Requirements
Published by ISO on October 1, 2019
This document specifies requirements to implement, maintain and improve a management system to protect against, reduce the likelihood of the occurrence of, prepare for, respond to and recover from...
This document references:
ISO 2859-1 - Sampling procedures for inspection by attributes — Part 1: Sampling schemes indexed by acceptance quality limit (AQL) for lot-by-lot inspection AMENDMENT 1
Published by ISO on June 15, 2011
This part of ISO 2859 specifies an acceptance sampling system for inspection by attributes. It is indexed in terms of the acceptance quality limit (AQL). Its purpose is to induce a supplier through...
This document references:
ISO 9241-1 - Ergonomic Requirements for Office Work with Visual Display Terminals (VDTs) - Part 1: General Introduction
Published by ISO on March 1, 2001
This part of ISO 9241 — introduces the multipart standard on ergonomic requirements for the use of visual display terminals for office tasks; — provides guidelines for a user-performance approach; —...
This document references:
ISO/IEC 27001 - Information technology - Security techniques - Information security management systems - Requirements
Published by ISO on October 1, 2013
This International Standard specifies the requirements for establishing, implementing, maintain and continually improving an information security management system within the context of the...
This document is referenced by:
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
Published by DIN on October 1, 2017
Dieses Dokument legt Anforderungen für Organisationen fest, die Dienstleistungen von Kundenkontaktzentren (CCC) nutzen. Es zielt darauf ab, sicherzustellen, dass Kundenerwartungen durch die...
View Less
View All
Advertisement