EN 15838
Encyclopedia
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 5th 2009. The standard is implemented in several countries in Europe via their own national organizations.
European Committee for Standardization
The European Committee for Standardization or Comité Européen de Normalisation , is a non-profit organisation whose mission is to foster the European economy in global trading, the welfare of European citizens and the environment by providing an efficient infrastructure to interested parties for...
on October 5th 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