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

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

See also

• List of EN standards

External links

• Official Site: European Committee for Standardization
• Non-official resource site: en15838.org