NF EN 15838

NF EN 15838

December 2009
Standard Cancelled

Customer contact centres - Requirements for service provision

Le présent document spécifie les exigences auxquelles doivent répondre les centres de contacts clients (CCC). Il a pour objectif de fournir des bonnes pratiques orientées CLIENT conçues pour répondre aux attentes du client.Il est applicable tant aux centres de contacts clients internes qu'à ceux ayant été externalisés, et axé sur la qualité et la performance de l'interaction entre le client et le CCC (Centres de contacts clients).Il a été élaboré pour répondre au mandat M/378 de la Commission européenne.

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Main informations

Collections

National standards and national normative documents

Thematics

,

Publication date

December 2009

Number of pages

30 p.

Reference

NF EN 15838

ICS Codes

03.080.30   Services for consumers
03.120.10   Quality management and quality assurance

Classification index

X50-798

Print number

1 - 07/01/2010

European kinship

EN 15838:2009
Sumary
Customer contact centres - Requirements for service provision

Le présent document spécifie les exigences auxquelles doivent répondre les centres de contacts clients (CCC). Il a pour objectif de fournir des bonnes pratiques orientées CLIENT conçues pour répondre aux attentes du client. Il est applicable tant aux centres de contacts clients internes qu'à ceux ayant été externalisés, et axé sur la qualité et la performance de l'interaction entre le client et le CCC (Centres de contacts clients). Il a été élaboré pour répondre au mandat M/378 de la Commission européenne.
Replaced standards (1)
NF X50-798
July 2003
Standard Cancelled
Services of Customer Relations Centres - Service commitments

Le présent document décrit les engagements de services des centres de relation client. Ces engagements portent sur les modalités d'accès aux services, la prise en charge du contact, le traitement de la demande, la conclusion du contact, la gestion des réclamations, la gestion des recours et la mesure du niveau de satisfaction.

Standard replaced by (2)
NF EN ISO 18295-2
August 2017
Standard Current
Customer contact centres - Part 2 : requirements for clients using the services of customer contact centres

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.

NF EN ISO 18295-1
August 2017
Standard Current
Customer contact centres - Part 1 : requirements for customer contact centres

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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