UNI 11200:2010 – UNI EN 15838:2010

Through this standard, the company obtains relationship services with the customer, with the consumer and with members of the public through contact centres. It is therefore necessary to have a management strategy and policy, an area dedicated to human resources, a “complex” infrastructure (with communication channels, a work environment, data back-up), defined processes (MKTG campaigns, service design, operational centres and data analysis) and an area reserved for customer satisfaction analysis (implicit and explicit survey).

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