EN ISO 18295-1-2017 en Customer contact centres - Part 1 Requirements for customer contact centres.pdf

1、Customer contact centresPart 1: Requirements for customer contact centresBS EN ISO 18295-1:2017BSI Standards PublicationWB11885_BSI_StandardCovs_2013_AW.indd 1 15/05/2013 15:06EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN ISO 18295-1 August 2017 ICS 03.080.30 Supersedes EN 15838:2009English V

2、ersion Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017) Centres de contact clients - Partie 1: Exigences relatives aux centres de contact clients (ISO 18295-1:2017) Kundenkontaktzentren - Teil 1: Anforderungen an Kundenkontaktzentren (ISO 18295-1:2017)

3、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 refere

4、nces 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

5、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,

6、 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 COMIT EUROPEN DE NORMALISATION E

7、UROPISCHES KOMITEE FR 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 worldwide for CEN national Members. Ref. No. EN ISO 18295-1:2017 ENational forewordThis British Standard is the UK implementation o

8、f EN ISO 18295-1:2017. Together with BS EN ISO 18295-2:2017, it supersedes BS EN 15838:2009 which is withdrawn.The UK participation in its preparation was entrusted to Technical Committee SVS/0, Customer service - Fundamental principles.A list of organizations represented on this committee can be ob

9、tained on request to its secretary.This publication does not purport to include all the necessary provisions of a contract. Users are responsible for its correct application. The British Standards Institution 2017 Published by BSI Standards Limited 2017ISBN 978 0 580 86520 6ICS 03.080.30Compliance w

10、ith a British Standard cannot confer immunity from legal obligations.This British Standard was published under the authority of the Standards Policy and Strategy Committee on 31 August 2017.Amendments/corrigenda issued since publicationDate Text affectedBRITISH STANDARDBS EN ISO 18295-1:2017EUROPEAN

11、 STANDARD NORME EUROPENNE EUROPISCHE NORM EN ISO 18295-1 August 2017 ICS 03.080.30 Supersedes EN 15838:2009English Version Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017) Centres de contact clients - Partie 1: Exigences relatives aux centres de contact

12、 clients (ISO 18295-1:2017) Kundenkontaktzentren - Teil 1: Anforderungen an Kundenkontaktzentren (ISO 18295-1:2017) 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 Eur

13、opean 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 versio

14、ns (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, B

15、elgium, 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, Swe

16、den, Switzerland, Turkey and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR 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 worldwide for C

17、EN national Members. Ref. No. EN ISO 18295-1:2017 EBS EN ISO 18295-1:2017EN ISO 18295-1:2017 (E) 3 European foreword This document (EN ISO 18295-1:2017) has been prepared by Technical Committee ISO/PC 273 “Customer contact centres”. This European Standard shall be given the status of a national stan

18、dard, 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 righ

19、ts. 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, Belg

20、ium, 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

21、, Switzerland, Turkey and the United Kingdom. Endorsement notice The text of ISO 18295-1:2017 has been approved by CEN as EN ISO 18295-1:2017 without any modification. ISO 18295-1:2017(E)Foreword ivIntroduction v1 Scope . 12 Normative references 13 Terms and definitions . 14 Customer relationship re

22、quirements . 24.1 General . 24.2 Communication of information to customers 24.3 Measuring and monitoring of customer experience 34.4 Complaints handling 34.5 Customer protection 35 Customer-focused leadership . 45.1 General . 45.2 Customer experience design and delivery 45.3 Employee satisfaction/en

23、gagement . 46 Human resources . 56.1 General . 56.2 Functions 56.3 Agent competencies 56.3.1 General 56.3.2 Communication and customer service competencies . 66.3.3 Technical competencies . 66.3.4 Client-specific competencies . 66.4 Skills development . 66.5 Communication of information to employees

24、 . 67 Operational processes 77.1 General . 77.2 Customer-related processes 77.3 Workforce planning 77.4 Quality assurance related to customer interactions . 78 Service delivery infrastructure . 88.1 General . 88.2 Handling customer interactions 88.3 Customer data 88.4 Work environment . 88.5 Continu

25、ation of service 89 Client relationship 8Annex A (informative) Metrics Guidelines .10Annex B (informative) Client/CCC relationship .15Bibliography .16 ISO 2017 All rights reserved iiiContents PageBS EN ISO 18295-1:2017ISO 18295-1:2017(E)Foreword ivIntroduction v1 Scope . 12 Normative references 13 T

26、erms and definitions . 14 Customer relationship requirements . 24.1 General . 24.2 Communication of information to customers 24.3 Measuring and monitoring of customer experience 34.4 Complaints handling 34.5 Customer protection 35 Customer-focused leadership . 45.1 General . 45.2 Customer experience

27、 design and delivery 45.3 Employee satisfaction/engagement . 46 Human resources . 56.1 General . 56.2 Functions 56.3 Agent competencies 56.3.1 General 56.3.2 Communication and customer service competencies . 66.3.3 Technical competencies . 66.3.4 Client-specific competencies . 66.4 Skills developmen

28、t . 66.5 Communication of information to employees . 67 Operational processes 77.1 General . 77.2 Customer-related processes 77.3 Workforce planning 77.4 Quality assurance related to customer interactions . 78 Service delivery infrastructure . 88.1 General . 88.2 Handling customer interactions 88.3

29、Customer data 88.4 Work environment . 88.5 Continuation of service 89 Client relationship 8Annex A (informative) Metrics Guidelines .10Annex B (informative) Client/CCC relationship .15Bibliography .16 ISO 2017 All rights reserved iiiContents PageBS EN ISO 18295-1:2017ISO 18295-1:2017(E)ForewordISO (

30、the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards is normally carried out through ISO technical committees. Each member body interested in a subject for which a technical commi

31、ttee has been established has the right to be represented on that committee. International organizations, governmental and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotec

32、hnical standardization.The procedures used to develop this document and those intended for its further maintenance are described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the different types of ISO documents should be noted. This document was drafted

33、 in accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rig

34、hts. Details of any patent rights identified during the development of the document will be in the Introduction and/or on the ISO list of patent declarations received (see www .iso .org/ patents).Any trade name used in this document is information given for the convenience of users and does not cons

35、titute an endorsement.For an explanation on the voluntary nature of standards, the meaning of ISO specific terms and expressions related to conformity assessment, as well as information about ISOs adherence to the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see

36、 the following URL: www .iso .org/ iso/ foreword .htmlThis document was prepared by ISO/PC 273, Customer contact centres.A list of all the parts of ISO 18295 can be found on the ISO website.iv ISO 2017 All rights reservedBS EN ISO 18295-1:2017ISO 18295-1:2017(E)ForewordISO (the International Organiz

37、ation for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards is normally carried out through ISO technical committees. Each member body interested in a subject for which a technical committee has been established

38、 has the right to be represented on that committee. International organizations, governmental and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.Th

39、e procedures used to develop this document and those intended for its further maintenance are described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the different types of ISO documents should be noted. This document was drafted in accordance with the e

40、ditorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of any paten

41、t rights identified during the development of the document will be in the Introduction and/or on the ISO list of patent declarations received (see www .iso .org/ patents).Any trade name used in this document is information given for the convenience of users and does not constitute an endorsement.For

42、 an explanation on the voluntary nature of standards, the meaning of ISO specific terms and expressions related to conformity assessment, as well as information about ISOs adherence to the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following URL: www .

43、iso .org/ iso/ foreword .htmlThis document was prepared by ISO/PC 273, Customer contact centres.A list of all the parts of ISO 18295 can be found on the ISO website.iv ISO 2017 All rights reserved ISO 18295-1:2017(E)IntroductionThe ongoing success and development of any organization relies on its un

44、derstanding of the expectation levels and perceptions of its customers. The results of specific consumer research by ISOs Consumer Policy Committee (COPOLCO) prompted an initial request to member bodies to assess the interest in a customer-focused contact centres standard.Service standards are an im

45、portant element of service management excellence; they help clarify expectations for clients and employees, enable performance management, and support client and customer satisfaction. This document specifies requirements and gives guidance for in-house (captive) contact centres and outsourced conta

46、ct centres (third party providers). It is intended to be used for any customer interaction with a customer contact centre (CCC).Implementation of this document and ISO 18295-2 can create value for the customer, the client, the employee and the CCC, improving the robustness and efficiency of the serv

47、ice and the client/CCC relationship, therefore enabling the CCC to deliver a higher level of customer experience on behalf of the client.ISO 18295 comprises two parts (see Figure 1).This document specifies requirements for customer contact centres (CCC) which are either in-house or managed by an out

48、sourcer. It deals with certain aspects of products and services which remain the responsibility of the client organization, rather than the CCC.ISO 18295-2 specifies requirements for the client organization that mandates the CCC (in-house CCC and/or the outsourcer). A CCC is not responsible for cert

49、ain aspects of products and services which remain the responsibility of the client organization.ISO 18295-2 aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with CCCs meeting the requirements of this document. ISO 2017 All rights reserved vBS EN ISO 18295-1:2017ISO 18295-1:2017(E)Figure 1 Relationship between ISO 18295-1 and ISO 18295-2vi ISO 2017 All rights reservedBS EN ISO 18295-1:2017ISO 18295-1:2017(E)Figure 1 Relationship between ISO 18295-1 and ISO 18295-2vi