BS EN ISO 18295-1:2017

$142.49

Customer contact centres – Requirements for customer contact centres

Published By	Publication Date	Number of Pages
BSI	2017	28

Guaranteed Safe Checkout

Categories: 03.080.30 - Services for consumers, BSI

If you have any questions, feel free to reach out to our online customer service team by clicking on the bottom right corner. We’re here to assist you 24/7.
Email:[email protected]

Description

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.

PDF Catalog

PDF Pages	PDF Title
2	National foreword
4	European foreword
6	Foreword
7	Introduction
9	1 Scope 2 Normative references 3 Terms and definitions
10	4 Customer relationship requirements 4.1 General 4.2 Communication of information to customers
11	4.3 Measuring and monitoring of customer experience 4.4 Complaints handling 4.5 Customer protection
12	5 Customer-focused leadership 5.1 General 5.2 Customer experience design and delivery 5.3 Employee satisfaction/engagement
13	6 Human resources 6.1 General 6.2 Functions 6.3 Agent competencies 6.3.1 General
14	6.3.2 Communication and customer service competencies 6.3.3 Technical competencies 6.3.4 Client-specific competencies 6.4 Skills development 6.5 Communication of information to employees
15	7 Operational processes 7.1 General 7.2 Customer-related processes 7.3 Workforce planning 7.4 Quality assurance related to customer interactions
16	8 Service delivery infrastructure 8.1 General 8.2 Handling customer interactions 8.3 Customer data 8.4 Work environment 8.5 Continuation of service 9 Client relationship
18	Annex A (informative) Metrics — Guidelines
23	Annex B (informative) Client/CCC relationship
24	Bibliography

Additional information

Status	Confirmed
Pages	28
Publication Date	2017-08-16
ISBN	978 0 580 86520 6
Standard Number	BS EN ISO 18295-1:2017
Title	Customer contact centres – Requirements for customer contact centres
Identical National Standard Of	EN ISO 18295-1:2017, ISO 18295-1:2017
Replaces	BS EN 15838:2009
Descriptors	Job specification, Data processing, Consumers, Information exchange, Personnel, Measurement, Communication skills, Communication processes, Quality assurance, Consumer-supplier relations, Organizations, Management, Training, Consumer protection, Recruitment
Publisher	BSI
Committee	SVS/0
ICS Codes	03.080.30 - Services for consumers

Preview PDF


PDF Format	Searchable	Printable	Preview Now

BS EN ISO 18295-1:2017

PDF Catalog

Related products