 | This article relies excessively on references to primary sources. Please improve this article by adding secondary or tertiary sources. Find sources: "EN 15838" – news · newspapers · books · scholar · JSTOR (May 2011) (Learn how and when to remove this message) |
EN 15838 is a European standard describing the requirements for service provision for Customer Contact Centres. 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.
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
- European Committee for Standardization - details EN 15838 , accessed May 9th, 2011.
- European Committee for Standardization - national implementation EN 15838 , accessed May 9th, 2011.