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BS 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Superseded
Superseded

A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.

View Superseded by
superseded

A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.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Superseded date

08-31-2017

Language(s)

English

Published date

06-30-2010

Publisher

British Standards Institution

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.

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.

Committee
SVS/0
DevelopmentNote
Supersedes 08/30174497 DC. (06/2010)
DocumentType
Standard
Pages
34
PublisherName
British Standards Institution
Status
Superseded
SupersededBy
Supersedes

Standards Relationship
EN 15838:2009 Identical

BS 8477:2014 Code of practice for customer service
13/30270857 DC : 0 BS 8477 - CODE OF PRACTICE FOR CUSTOMER SERVICE

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
BS 8477:2007 Code of practice for customer service
ISO 6385:2016 Ergonomics principles in the design of work systems

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Hardcopy - English
PDF - English
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