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I.S. EN 15838:2009

Superseded
Superseded

A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.

View Superseded by
superseded

A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.

CUSTOMER CONTACT CENTRES - REQUIREMENTS FOR SERVICE PROVISION
Available format(s)

Hardcopy , PDF

Superseded date

20-08-2017

Language(s)

English

Published date

01-01-2009

Preview

For Harmonized Standards, check the EU site to confirm that the Standard is cited in the Official Journal.

Only cited Standards give presumption of conformance to New Approach Directives/Regulations.

Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Management Strategy and Policy
5 Contact Centre agents
6 Infrastructure
7 Processes
8 Customer satisfaction
9 Social responsibility
Annex A (normative) - Mandatory KPIs
Annex B (informative) - Recommended KPIs
Annex C (informative) - Best practice guidelines
                        for client organizations
Annex D (informative) - Recommended skills for management
                        and strategy in a Customer Contact
                        Centre
Bibliography

Describes the requirements for customer contact centres.

DocumentType
Standard
Pages
33
PublisherName
National Standards Authority of Ireland
Status
Superseded
SupersededBy

Standards Relationship
EN 15838:2009 Identical

ISO 10003:2007 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations
ISO/IEC Guide 37:2012 Instructions for use of products by consumers
ISO 10002:2014 Quality management Customer satisfaction Guidelines for complaints handling in organizations
EN ISO 6385:2016 ERGONOMIC PRINCIPLES IN THE DESIGN OF WORK SYSTEMS (ISO 6385:2016)
ISO 9000:2015 Quality management systems — Fundamentals and vocabulary
ISO 14025:2006 Environmental labels and declarations — Type III environmental declarations — Principles and procedures
ISO 6385:2016 Ergonomics principles in the design of work systems

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