First Certification Body to offer the EN 15838:2009 standard in the Philippines

(Manila, Philippines, February 22, 2013) SGS Philippines Inc. is the first certification body in the Philippines to offer the EN 15838:2009 Quality Requirements for Customer Contact Centers (CCCs) standard to companies with CCCs.  This is following the trend for Business Process Outsourcing (BPO) industry where Metro Manila’s ranking has reaffirmed the Philippines’ status as the preferred destination for outsourcing services.

In a statement, SGS Philippines’ Systems and Services Certification (SSC) Business Division Manager Roger Villanueva shared that learning the practices of certified companies against EN 15838 in other countries has inspired SGS Philippines to support the country’s contact center industry to improve its quality by introducing EN 15838. He further stated that, “The SGS Academy of SGS Philippines, as a fully-equipped training facility, is ready to support and assist the various industries in the country, which includes the burgeoning KPO/BPO sectors such as CCCs”.

The launching of EN 15838:2009 will be held on March 8, 2013 from 1:00 – 5:00 p.m. at SGS Academy, 3rd floor, 2229 Alegria Building, Chino Roces Avenue, Makati City.

About EN 15838:2009

EN 15838:2009 is an International Standard on Quality Requirements for Customer Contact Centers (CCCs) that helps ensure the service quality offered to clients by CCCs.

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 such as call queues, staff retention and improved position against other internal department.

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.

For more details, please contact:

Roger S. Villanueva
Business Manager
Systems and Services Certification
SGS Philippines, Inc.
3rd  Floor, Alegria Building, 2229 Chino Roces Avenue, Makati City, Philippines
t: +63.2 784.9400
f: +63.2 818.2971


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