Zákaznická kontaktní centra - Část 1: Požadavky na zákaznická kontaktní centra (Norma k přímému použití jako ČSN).

The information about the standard:

Designation standards: ČSN EN ISO 18295-1
Classification mark: 761802
Catalog number: 503778
Publication date standards: 1.3.2018
The number of pages: 32
Approximate weight : 96 g (0.21 lbs)
Country: Czech technical standard
Kategorie: Technické normy ČSN

Annotation of standard text ČSN EN ISO 18295-1 (761802):

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 continuously and proactively meet or exceed their needs. This document is applicable to both in-house (captive) and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required