EN 15838 certification is a European standard for customer contact centers. The areas covered by the EN 15838 standard are quite extensive. Some of these are management strategy and policy, requirements for communication center infrastructure and agencies, customer satisfaction, social responsibility, mandatory key performance indicators.
Service providers know that quality service and loyalty are important for the service they offer to customers to be binding. For business businesses or a contact center, the challenge is to create value for both their respective groups and the customer. It is imperative that customer contact centers be able to manage and assign to the various needs and interests of the parties they work with.
Importance of EN 15838 Standard
In order to reduce costs, companies all over the world may purchase customer communication services from different centers. It is therefore important that customer contact centers demonstrate the ability to consistently meet and exceed the expectations of both the customer and the end user.
Adoption of the EN 15838 program will ensure that your company remains committed to its long term goals. In order to achieve the desired standard, the decision makers of the customer contact center will have to follow the customer satisfaction and consider the best way to harmonize all processes or procedures.
An unbiased assessment system that identifies and minimizes risks is required to ensure that standards and expectations are met and addressed. A robust working system offers your company operational efficiency. It increases productivity while providing quality to your customers.
Benefits of the EN 15838 Standard for Your Organization
- Customer happiness
- Management and organization facility
- Improving employees' qualifications such as satisfaction, skills and capacity
- Defining and resolving problems
- Reducing service costs
EN 15838 Customer Contact Center Certification Process
EN 15838 is a report suitable for indoor and outdoor use, obtained after a year of monitoring. The customer contact center can use this report to justify claims of professionalism.
- Certification Decision
- Implementation of Project Management
- Defining the Scope
- Gap Analysis and Risk Assessment
- Documentation / Documentation
- Internal EN 15838 Audit
- EN 15838 Certification
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