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
gollark: Not particularly; our societies just don't accept randomly murdering people now.
gollark: Different cultural contexts?
gollark: Quite possibly.
gollark: I don't know. You postulated that long term memory had, so maybe.
gollark: Your undercooked pork example, as I said, does not work now because we can cook things.
See also
External links
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