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DIN EN 15838:2010-02

Superseded
Superseded

A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.

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superseded

A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.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Superseded date

10-01-2017

Language(s)

English

Published date

01-01-2010

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

Defines the requirements for customer contact centres.

DocumentType
Standard
Pages
33
PublisherName
German Institute for Standardisation (Deutsches Institut für Normung)
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Superseded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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