EN 15838 is a European standard describing the requirements for service provision for Customer Contact Centres.[1] It was approved by CEN (European Committee for Standardization) on October 5, 2009. The standard is implemented in several countries in Europe via their own national organizations.[2]

Standard

The standard includes areas such as:

  • Management strategy and policy
  • Processes
  • Requirements for Contact Centre agents
  • Requirements for Infrastructure
  • Customer satisfaction
  • Social responsibility
  • Mandatory KPIs
  • Recommended KPIs
  • Best practice guidelines for client organizations

Notes

  1. ↑ European Committee for Standardization - details EN 15838 , accessed May 9th, 2011.
  2. ↑ European Committee for Standardization - national implementation EN 15838 , accessed May 9th, 2011.

See also

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