EN 15838 Certification

EN 15838 standard audit and certification services from SGS – helping ensure the service quality offered to clients by customer contact centers (CCC).

Developed in response to a European Commission mandate, the EN 15838 standard aims to encourage the development of CCC services which not only are effective, high quality and cost-efficient but also meet customer expectations. Using a balanced approach it addresses a number of areas.

The standard specifies the requirements for CCCs and provides customer-focused best practices designed to meet customer expectations. There is also focus on performance quality at the point of contact between the customer and the CCC. An audit against the EN 15838 standard delivers a better performing business, customer satisfaction and differentiates your operation from your competitors.

Advantages of EN 15838 certification

For customers:

• Improvement in customer contact quality
• Increase in customer satisfaction and reduction in complaints about contact centers’ service quality

For the call center industry:

• Demonstrates of professionalism 
• Grounds for good public relations (PR)

For all call centers:

• Opportunity for structured review of the CCC’s processes and procedures
• Opportunity to harmonize the CCC’s processes and procedures
• Higher staff retention
• Cost efficiencies through better processes

For in-house call centers:

• External
• Documented adherence to international standards
• Additional opportunity for PRInternal
• Improved position against other departments
• Increased bargaining power for limited resources
• Increased attractiveness of the call center among prospective employees

For outsourcing call centers:

• Reduced cost of marketing its own services
• Obtained legitimacy for professional claims 
• Reduced turnover and recruitment costs
• Increased attractiveness of the call center among present and prospective employees 
• Reduced operational costs due to drop in managerial and procedural imperfections

For client organizations of outsourcing call centers:

• Before (selection process):
  • Easier criteria for selecting provider
  • Assurance of internally harmonized processes (peace of mind)
  • Assurance of properly measured performance indicators
• During (delivery):
  • Lower cost of control
  • Lower risk of unwanted (haphazard) behaviors, i.e. disordered, sloppy, careless

Contact SGS today to find out more about our EN 15838 certification services.

EN 15838 Call CenterCertificationEN 15838 Call Center Certification BrochureCustomer contact centers audit, certification and training services from SGS. ...

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  EN 15838 Call Center

  published 03/01/13

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