TS EN ISO 18295-2 - CUSTOMER CONTACT CENTERS - PART 2: REQUIREMENTS FOR CUSTOMERS USING CUSTOMER CONTACT CENTERS
EN 18295-1.2 is a standard specifically designed for Customer Contact Centers. It was prepared by the International Committee for Standardization (ISO),
The system requirements specified in this standard are complementary to the technical requirements of the service. It can be applied to all Customer Contact Centers, whether internal or external.
The general purpose of preparing this standard is to ensure that standard services are provided for contact centers in the industry.
It is designed for standard contact centers and the customers who use these centers.
Its purpose;
• Determining and improving the service quality of Customer Communication Centers,
• To ensure standard service in the sector,
• To ensure and maintain the satisfaction of customers, solution partners and personnel,
• To ensure that the value of the Customer Contact Center increases by creating a culture of continuous improvement.
Benefits;
• Customer Communication Centers must have a strong, quality brand that is known both at home and abroad,
• Increasing the effectiveness of service processes,
• To be different from competitors and to make a difference,
• Development with top management strategy and policies,
• Continuous improvement and development of information and communication technologies, infrastructure, contractors and emergency plans,
• It increases customer satisfaction.