ISO 18295
|
DIN EN ISO 18295 |
|---|---|
| Area | Quality management |
| title | Customer Contact Centers - Requirements for customer contact centers / requirements for the use of customer contact center services |
| Latest edition | 2017-10 |
| ISO | 18295 |
The international standard ISO 18295 defines requirements for customer contact centers and requirements for the use of customer contact center services in two parts. It replaces the European standard EN 15838: 2009, which was developed in response to Mandate M / 378 of the European Commission. This mandate states that the aim of the standard is to define the quality of service requirements for customer contact centers that are common to all centers, regardless of the area of the service, the technical approach to providing the service or the provider of the service. The standard applies to in-house customer contact centers as well as to outsourced centers. The standard was developed for the benefit of both types of contact centers and the customers who use their services.
The EN 15838 model described the areas of quality management and customer orientation relevant for a customer contact center . Relevant areas of employee and customer protection are explicitly taken into account.
The five principles of quality management can be found in the standard overview:
- 4.1 General
- 4.2 Task
- 4.3 Operational tasks and responsibilities
- 4.3.1 General
- 4.3.2 Human Resources
- 4.3.3 Information and communication technology (ICT)
- 4.3.4 Quality assurance
- 4.3.5 Training
- 4.3.6 Functional area of production and process management
- 4.3.7 Functional area for planning and control
- 4.3.8 Functional area of contract management
Appendix D (informative) Recommended skills for management and planning in a CCCD
- D.2 Functional area of production and process management
- D.3 Functional area of the client management
There are two appendices A and B for the key performance indicators (KPI):
Annex A (normative) Mandatory KPIs
- A.1 KPIs for agents
- A.2 KPI for the customer
- A.3 KPI for processes
- A.4 KPI for contact quality
- A.5 KPIs for the infrastructure
Annex B (normative) Recommended KPIs
- B.1 KPIs for the client
- B.2 KPIs for processes
- B.3 KPIs for efficiency
- B.4 KPIs for complaints from customers and / or clients