EN 15838:2009
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
View Superseded by
Customer Contact Centres - Requirements for service provision
08-01-2017
11-04-2009
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Management Strategy and Policy
5 Contact Centre agents
6 Infrastructure
7 Processes
8 Customer satisfaction
9 Social responsibility
Annex A (normative) - Mandatory KPIs
Annex B (informative) - Recommended KPIs
Annex C (informative) - Best practice guidelines for
client organizations
Annex D (informative) - Recommended skills for management
and strategy in a Customer Contact Centre
Bibliography
This European Standard specifies the requirements for customer contact centres. It aims to provide customer focused best practice designed to meet customer expectations. This standard applies both to customer contact centres that are in-house and those that have been outsourced.This European Standard focuses on the performance quality at the point of contact between the customer and the CCC.
| Committee |
CEN/TC 375
|
| DocumentType |
Standard
|
| PublisherName |
Comite Europeen de Normalisation
|
| Status |
Superseded
|
| SupersededBy |
| Standards | Relationship |
| NF EN 15838 : 2009 | Identical |
| UNE-EN 15838:2010 | Identical |
| PN EN 15838 : 2010 | Identical |
| I.S. EN 15838:2009 | Identical |
| SN EN 15838 : 2010 | Identical |
| BS EN 15838:2009 | Identical |
| NBN EN 15838 : 2010 | Identical |
| UNI EN 15838 : 2010 | Identical |
| NEN EN 15838 : 2009 | Identical |
| NS EN 15838 : 2009 | Identical |
| DIN EN 15838:2010-02 | Identical |
| ISO 10003:2007 | Quality management Customer satisfaction Guidelines for dispute resolution external to organizations |
| ISO/IEC Guide 37:2012 | Instructions for use of products by consumers |
| ISO 10002:2014 | Quality management Customer satisfaction Guidelines for complaints handling in organizations |
| EN ISO 6385:2016 | Ergonomics principles in the design of work systems (ISO 6385:2016) |
| ISO 9000:2015 | Quality management systems — Fundamentals and vocabulary |
| ISO 14025:2006 | Environmental labels and declarations — Type III environmental declarations — Principles and procedures |
| BS 8477:2007 | Code of practice for customer service |
| ISO 6385:2016 | Ergonomics principles in the design of work systems |
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