INTRODUCTION
SCOPE
STANDARD AND / OR DOCUMENTS MADE BY Citation
TERMS AND RECIPES
- MANAGEMENT STRATEGY AND POLICY
4.1. General
4.2. Job Descriptions
4.3. Operational Roles and Responsibilities
4.3.1. General
4.3.2. Human resources
4.3.3. Information and Communication Technology
4.3.4 Quality Assurance System
4.3.5 Training
4.3.6 Operation Management Function
4.3.7 Planning and Control Function
4.3.8 Responsible Organization Management Function
- Contact Center Representative
5.1.Customer Contact Center Responsibilities of Duties and Functions Related to Representatives
5.2. Terms for Contact Center Representatives
5.2.1. General
5.2.2 Contact and Customer Service
5.2.3 Technical skills
5.2.4 Special knowledge and skills
5.3. Recruitment Process
5.4. Training of Representatives
5.5. Performance
5.6. Satisfaction of Representatives
5.7. Representative Privacy
- Infrastructure
6.1. Communication channels
6.2. Communications Management (Software and Hardware Tools)
6.3. Working Environment
6.4. Backup System
- processes
7.2. Agreements with Customer Organizations
7.3. Service Statistics
7.4. Control of Deviations
7.5. Monitoring Process Quality
7.6. Workforce Management
7.7. Access Channels
7.8 Complaint Process
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7.10. Business Continuity Plans
- Customer happiness
- Social responsibility
TERMS AND RECIPES
Customer Communication Officer: Personnel working on behalf of the customer communication center, whose primary duty is to handle customer communication.
Authorized organization: Customer Contact Center serving on behalf of the customer
Complaint: A statement of dissatisfaction made to an organization regarding its products or processes for handling complaints.
Complainant: Person, organization or representative making the complaint,
Customer: The organization or person receiving the product.
Customer satisfaction: The degree to which customer requirements are realized by the customer.
Customer service: The interaction of the customer with the organization throughout the life cycle of a product.
Feedback: Opinions, comments and statements of interest regarding products or complaints handling processes.
Interested party: The person or group that benefits the performance or success of an organization.
Goal (Complaints handling): Relevant sought or intended for handling grievances
Policy (Complaints handling): The general purpose or direction of the organization to address grievances by the organization officially expressed by the top management
Process: A sequence of activities that relate or interact with each other, converting inputs into outputs.
