EN 15838

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

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

See also

List of EN standards

External links

This article is issued from Wikipedia - version of the 1/29/2016. The text is available under the Creative Commons Attribution/Share Alike but additional terms may apply for the media files.