EN 15838:2009

Customer Contact Centres - Requirements for service provision

This European Standard specifies the requirements for customer contact centres. It aims to provide customer focused best practice designed to meet customer expectations. This standard applies both to customer contact centres that are in-house and those that have been outsourced.
This European Standard focuses on the performance quality at the point of contact between the customer and the CCC.

Kundenkontaktzentren - Anforderungen für die Leistungserbringung

Diese Europäische Norm legt die Anforderungen an Kundenkontaktzentren fest. Sie zielt darauf ab, optimale kundenorientierte Verfahrensweisen zur Verfügung zu stellen, um den Erwartungen der Kunden gerecht zu werden. Die vorliegende Norm gilt sowohl für firmeninterne Kundenkontaktzentren, als auch für solche, die ausgelagert wurden.
Diese Europäische Norm legt den Schwerpunkt auf die Qualität der Leistung am Punkt des Kontaktes zwischen dem Kunden und dem Kundenkontaktzentrum.

Centres de contact clients - Exigences relatives à la délivrance du service

La présente Norme européenne spécifie les exigences auxquelles doivent répondre les centres de contacts
clients. Elle a pour objectif de fournir des bonnes pratiques orientées CLIENT conçues pour répondre aux
attentes du client. La présente Norme est applicable tant aux centres de contacts clients internes qu’à ceux
ayant été externalisés.
La présente Norme européenne est axée sur la qualité et la performance de l’interaction entre le client et
le CCC.

Klicni centri - Zahteve za zagotavljanje storitev

Ta evropski standard opredeljuje zahteve za klicne centre. Njegov namen je zagotavljanje najboljše na stranke osredotočene prakse z namenom izpolniti pričakovanja strank. Ta standard velja tako za interne klicne centre kot tudi za zunanje. Ta evropski standard se osredotoča na kakovost storitev na točki stika med stranko in klicnim centrom.

General Information

• Status: Withdrawn
• Publication Date: 03-Nov-2009
• Withdrawal Date: 01-Aug-2017
• ICS: 03.080.30 - Services for consumers
• Technical Committee: CEN/TC 375 - Project Committee - Customer Contact Services
• Drafting Committee: CEN/TC 375 - Project Committee - Customer Contact Services
• Current Stage: 9960 - Withdrawal effective - Withdrawal
• Completion Date: 02-Aug-2017
• Mandate: M/378 - Standardisation mandate to CEN in relation to customer contact centres
• Ref Project: SIST EN 15838:2010 - Customer Contact Centres - Requirements for service provision

Relations

• Replaced By: EN ISO 18295-1:2017 - Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017)
• Effective Date: 08-Jun-2022
• Replaced By: EN ISO 18295-2:2017 - Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017)
• Effective Date: 08-Jun-2022

Standards Content (Sample)

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Klicni centri - Zahteve za zagotavljanje storitevKundenkontaktzentren - Anforderungen für die LeistungserbringungCentres de contact clients - Exigences relatives à la délivrance du serviceCustomer Contact Centres - Requirements for service provision03.080.30Storitve za potrošnikeServices for consumersICS:Ta slovenski standard je istoveten z:EN 15838:2009SIST EN 15838:2010en,fr,de01-januar-2010SIST EN 15838:2010SLOVENSKI
STANDARD
EUROPEAN STANDARD NORME EUROPÉENNE EUROPÄISCHE NORM
EN 15838
November 2009 ICS 03.080.30 English Version
Customer Contact Centres - Requirements for service provision Centres de contact clients - Exigences relatives à la délivrance du service
Kundenkontaktzentren - Anforderungen für die Leistungserbringung This European Standard was approved by CEN on 5 October 2009.
CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national standards may be obtained on application to the CEN Management Centre or to any CEN member.
This European Standard exists in three official versions (English, French, German). A version in any other language made by translation under the responsibility of a CEN member into its own language and notified to the CEN Management Centre has the same status as the official versions.
CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION EUROPÄISCHES KOMITEE FÜR NORMUNG
Management Centre:
Avenue Marnix 17,
B-1000 Brussels © 2009 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 15838:2009: ESIST EN 15838:2010

Mandatory KPIs . 21A.1 KPIs for agents . 21A.2 KPIs for customers . 22A.3 KPIs for processes . 23A.4 KPIs for contact quality . 24A.5 KPIs for infrastructure . 24Annex B (informative)
Recommended KPIs . 25B.1 KPIs for client organization . 25B.2 KPIs for processes . 25B.3 KPIs for efficiency . 26B.4 KPIs for customer and/or client organization complaints . 26Annex C (informative)
Best practice guidelines for client organizations . 27Annex D (informative)
Recommended skills for management and strategy in a Customer Contact Centre . 29D.1 General . 29D.2 Operations management function . 29D.3 Client organization management function . 29Bibliography . 31 SIST EN 15838:2010

This European standard has been developed in respo
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