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: That says Lemmmy.
gollark: I wonder if anyone would notice if I put PotatoS on the old CC forums.
gollark: PotatoSPotatOSPoTatosPOTATOSPOTATospotatOS
gollark: Really? You consider random "OS"es better than PotatOS?
gollark: No.
See also
External links
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