Customer contact centres. Requirements for service provision
Customer contact centres. Requirements for service provision
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BS EN 15838:2009 Customer contact centres. Requirements for service provision Customer contact centres (CCCs) have an important role in the interaction between organizations and their customers. They vary in their levels of service quality and consumer protection, and work to many different standards and levels of efficiency. BS EN 15838 is the standard that sets out service requirements for contact centres irrespective of the service sector with a focus on the operational aspects of running a contact centre. The standard applies to both in-house customer contact centres as well as outsourced centres. Implementing the standard should improve both customer service and business success. It is designed to achieve customer, staff and stakeholder satisfaction. It should create a culture of continuous improvement and foster increased understanding of the value of the customer contact centre. It would be especially beneficial for CCCs that don’t always live up to the customers’ expectations, as it can help address problems such as long queuing times, failure to answer queries promptly and efficiently and impersonal treatment. Customer contact centres (CCC) have an important role in the interaction between the organization purchasing the CCC service and their customers. BS EN 15838 was developed in response to European Commission mandate M/378. The Mandate states that the goal of the standard is to provide quality of service requirements for contact centres, common to all centres, and irrespective of the service sector, technical approach to the provision of the service, or the service provider. The standard applies to both in-house customer contact centres as well as outsourced centres. The standard has been devised to benefit both of...
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