GB/T 35780.1-2017 Active National standards

GB/T 35780.1-2017 Customer contact service—Part 1:Requirements for customer contact centres

Publish Date: 2017-12-29 Implement Date: 2018-07-01 For services related to genuine standard inquiry, procurement, translation, and other related services in China, please Contact Us

Basic Information

Standard Code: GB/T 35780.1-2017

Standard Type: National standards

Standard Status: Active

is_force_gb: no

CCS Name: The relationship between supply and use

ICS Name: Consumer services

Publish Date: 2017-12-29

Implement Date: 2018-07-01

Pages: 17 pages

Scope

This part of GB/T 35780 sets out the service requirements for customer contact centers (CCCs). It aims to provide a working model for various types of customer contact centers, helping them continuously and proactively provide services that meet or exceed the expectations of clients and customers. This part applies to self-built customer contact centers (affiliated with organizations) and outsourced customer contact centers (third-party service providers) of all sizes and in all industries that use various contact channels to implement and manage the provided contact services (including inbound and outbound calls). This part also provides the necessary performance indicators (KPIs).