Standard Svensk standard · SS-EN ISO 18295-1:2017

Kundkontaktcenter - Del 1: Krav för kundkontaktcenter (ISO 18295-1:2017)

Status: Gällande

ISO 18295-1:2017 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. ISO 18295-1:2017 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.


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Språk: Engelska

Framtagen av: Kundkontaktcenter, SIS/TK 503

Internationell titel: Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017)

Artikelnummer: STD-8029324

Utgåva: 1

Fastställd: 2017-11-01

Antal sidor: 28

Finns även på: SS-EN ISO 18295-1:2017