The EN 15838 certification is a European standard for customer contact centres. The areas covered by the EN 15838 standard include, but are not limited to:
- Management strategy and policy
- Requirements for Contact Centre infrastructure and agents
- Customer Satisfaction
- Social Responsibility
- Mandatory and recommended KPIs
- Best practice guidelines for client organisations
The EN 15838 is an annual monitoring process and a report for both internal and external use generated at its conclusion. The customer contact centre may also use the report to justify its professional claims.
With the trend of outsourcing services as companies across the globe seek to minimise costs, it is very important for customer contact centres to differentiate themselves. The EN 15838 certification will demonstrate the contact centre’s capability of consistently meeting and exceeding the expectations of both the customer and the end-user.
The adoption of the EN 15838 programme ensures that the company is committed to their long-term goals. To achieve the required standard, the decision-makers of the customer contact centre will have to consider the best way to monitor and track customer satisfaction, implement measures to ensure that KPIs are met, and to harmonise all processes and procedures.
TÜV SÜD’s experienced team of global experts will guide you in all the steps, from the initial assessment to on-site audits until certification. We will help you identify opportunities and minimise potential risks. By partnering with us, your company’s commitment to the highest standards will gain global recognition. Beyond the certification, we also provide you with periodic feedbacks on ways to improve your existing processes to bring your company’s overall performance and productivity levels to greater heights.
We also provide you with tools and the best practices across the globe so that you may assess and improve on your existing processes in place to improve your company’s overall performance and productivity.