T/CCUA 022-2023 Active

Scope: This document is applicable to guiding relevant organizations in establishing customer contact centers; improving the operational capabilities and service experience of customer contact centers; selecting and evaluating customer service providers from the perspective of customer service demand; and providing evaluation and consulting services to customer contact center service operators by third-party organizations. Main technical content: Through four capability domains, including strategic planning, capability building, diversified operations, and multimodal interaction, as well as the corresponding 19 capabilities and related sub-capabilities that make up each capability domain, this document integrates the organization's information technology service capabilities and establishes an operational capability model for customer contact centers. It applies three evaluation tools, including calculating the key indicator values of the evaluation, scoring the evaluation requirements, and dividing the evaluation levels, to evaluate the 19 capabilities in the four capability domains of strategic planning, capability building, diversified operations, and multimodal interaction of customer contact centers.