EN 15838
EN 15838 is a European standard describing the requirements for service provision for Customer Contact Centres. It was approved by European [Committee for Standardization|CEN ] 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