EN 15838 is a European standard describing the requirements for service provision for Customer Contact Centres.European Committee for Standardization - details EN 15838 , accessed May 9th, 2011. 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.European Committee for Standardization - national implementation EN 15838 , accessed May 9th, 2011.
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
See also List of EN standards
External links Official Site: European Committee for Standardization Non-official resource site: en15838.org