EN ISO 18295-2:2017
(Main)Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017)
Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017)
ISO 18295-2:2017 specifies requirements for organizations using the services of customer contact centres (CCC). It aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with CCCs meeting the requirements of ISO 18295‑1.
ISO 18295-2:2017 is applicable to clients using CCCs of all sizes, across all sectors including in-house (captive) centres and outsourced (third party operator) centres, across multiple contact channels, including voice and non-voice media.
Kundenkontaktzentren - Teil 2: Anforderungen für die Inanspruchnahme von Dienstleistungen von Kundenkontaktzentren (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 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 firmeninterne (unternehmenseigene) Zentren und ausgelagerte (durch Dritte betriebene) Zentren für verschiedene Kontaktkanäle, einschließlich verbaler und non-verbaler Medien.
Centres de contact clients - Partie 2: Exigences relatives aux donneurs d'ordre faisant appel aux services de centres de contact clients (ISO 18295-2:2017)
ISO 18295-2:2017 spécifie les exigences relatives aux organismes faisant appel aux services de centres de contact client (CCC). Il a pour objet de garantir que l'adoption et la gestion de dispositions appropriées avec des CCC respectant les exigences de l'ISO 18295‑1 permettront de répondre de manière systématique aux attentes des clients.
ISO 18295-2:2017 s'applique aux donneurs d'ordres faisant appel aux services de CCC de toutes dimensions, dans tous les secteurs, qu'il s'agisse de centres internes ou externalisés (prestataire) via de multiples canaux de contact, y compris les médias vocaux et non vocaux.
Klicni centri - 2. del: Zahteve za uporabo storitev klicnih centrov (ISO 18295-2:2017)
Ta dokument določa zahteve za organizacije, ki uporabljajo storitve klicnih centrov (CCC). Njegov cilj je zagotoviti dosledno izpolnjevanje pričakovanj strank z zagotavljanjem in upravljanjem ustreznih dogovorov s klicnim centrom, ki izpolnjujejo zahteve standarda ISO 18295-1.
Ta dokument velja za odjemalce, ki se obračajo na klicne centre vseh velikosti, v vseh sektorjih, vključno z notranjimi in zunanjimi (tretje osebe) centri, prek različnih kanalov interakcije, vključno z glasovnimi in neglasovnimi mediji.
General Information
Relations
Standards Content (Sample)
SLOVENSKI STANDARD
SIST EN ISO 18295-2:2017
01-oktober-2017
1DGRPHãþD
SIST EN 15838:2010
Klicni centri - 2. del: Zahteve za uporabo storitev klicnih centrov (ISO 18295-
2:2017)
Customer contact centres - Part 2: Requirements for using the services of customer
contact centres (ISO 18295-2:2017)
Centres de contact avec les clients - Partie 2: Exigences relatives à l'utilisation des
services des centres de contact clients (ISO 18295-2:2017)
Ta slovenski standard je istoveten z: EN ISO 18295-2:2017
ICS:
03.080.30 Storitve za potrošnike Services for consumers
SIST EN ISO 18295-2:2017 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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SIST EN ISO 18295-2:2017
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SIST EN ISO 18295-2:2017
EN ISO 18295-2
EUROPEAN STANDARD
NORME EUROPÉENNE
August 2017
EUROPÄISCHE NORM
ICS 03.080.30 Supersedes EN 15838:2009
English Version
Customer contact centres - Part 2: Requirements for
clients using the services of customer contact centres (ISO
18295-2:2017)
Centres de contact clients - Partie 2: Exigences Kundenkontaktzentren - Teil 2: Anforderungen für die
relatives aux donneurs d'ordre faisant appel aux Inanspruchnahme von Dienstleistungen von
services de centres de contact clients (ISO 18295- Kundenkontaktzentren (ISO 18295-2:2017)
2:2017)
This European Standard was approved by CEN on 10 June 2017.
CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this
European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references
concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN
member.
This European Standard exists in three official versions (English, French, German). A version in any other language made by
translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management
Centre has the same status as the official versions.
CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania,
Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland,
Turkey and United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels
© 2017 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN ISO 18295-2:2017 E
worldwide for CEN national Members.
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SIST EN ISO 18295-2:2017
EN ISO 18295-2:2017 (E)
Contents Page
European foreword . 3
2
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SIST EN ISO 18295-2:2017
EN ISO 18295-2:2017 (E)
European foreword
This document (EN ISO 18295-2:2017) has been prepared by Technical Committee ISO/PC 273
“Customer contact centres”.
This European Standard shall be given the status of a national standard, either by publication of an
identical text or by endorsement, at the latest by February 2018, and conflicting national standards
shall be withdrawn at the latest by February 2018.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN shall not be held responsible for identifying any or all such patent rights.
This document supersedes EN 15838:2009.
According to the CEN-CENELEC Internal Regulations, the national standards organizations of the
following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria,
Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia,
France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta,
Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland,
Turkey and the United Kingdom.
Endorsement notice
The text of ISO 18295-2:2017 has been approved by CEN as EN ISO 18295-2:2017 without any
modification.
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SIST EN ISO 18295-2:2017
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SIST EN ISO 18295-2:2017
INTERNATIONAL ISO
STANDARD 18295-2
First edition
2017-07
Customer contact centres —
Part 2:
Requirements for clients using the
services of customer contact centres
Centres de contact client
...
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