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