标准编号：ISO 18295-1:2017
中文名称：客户联络中心 第1部分：客户联络中心的要求
英文名称：Customer contact centres — Part 1: Requirements for customer contact centres
发布日期：2017-07
标准范围
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.
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