With five modules as the core, including Strategic, Planning, Personnel management,
Process management, Platform(technology & environment) and Performance & data,
and containing related and useful concepts & applications in other international
standards (including ISO, CSP, SSE), 4PS Contact Center International Standard is
compiled by 20 experts with their practical experience, including managers from Top 500
enterprises and large-scale global contact centers, and leaders from industry
association.
At present, 4PS Contact Center International Standard is supported by National Software
and Integrated Circuit Public Service Platform, Ministry of Industry and Information,
China Contact Center & BPO Association£¨CNCBA£©and 51Callcenter, these three
organizations have leading experts and consultants in the operation and management of
customer service center.
4PS Contact Center International Standard authentication system is divided into 5
classes, i.e., L1 application-level, L2 application level£¬L3 application level, L4
profession-level and L5 benchmark-level.
Based on 180 assessment points and 5 dimensions, including strategic planning, personnel
management, process management, technology & environment platform and data &
performance.
It conducts 360-degree evaluation on a contact center for final review and authentication
in order to find out the deficiency in the operation of the contact center, and take
measures to help the contact center continuously improve the ability of operation
management.
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