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.
[European Committee for Standardization - national implementation EN 1583]
accessed May 9th, 2011.
Standard
The standard includes areas such as:
*
Management strategy and policy
* Processes
* Requirements for Contact Centre agents
* Requirements for
Infrastructure
Infrastructure is the set of facilities and systems that serve a country, city, or other area, and encompasses the services and facilities necessary for its economy, households and firms to function. Infrastructure is composed of public and priv ...
* Customer satisfaction
* Social responsibility
* Mandatory
KPIs
* Recommended KPIs
* Best practice guidelines for client organizations
Notes
See also
*
List of EN standards
External links
Official Site: European Committee for StandardizationNon-official resource site: en15838.org
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