What is EN 15838?
EN 15838 is a European standard for customer contact centers aimed at enhancing quality in the customer service sector. This standard provides an effective management and organizational framework, with a focus not only on service delivery but also on customer satisfaction, infrastructure, processes, and personnel requirements. In addition, EN 15838 emphasizes the social responsibility of customer contact centers and their adherence to industry ethical standards.
Scope of EN 15838
The EN 15838 standard offers a comprehensive and detailed framework. It covers a wide range of areas, from management of customer contact centers to the infrastructure required for effective operations. This includes management strategies, how decisions regarding customer service are made, and how strategic goals are defined. Furthermore, the standard covers customer satisfaction, loyalty, and social responsibility, making it a holistic approach to managing customer contact centers. The standard not only focuses on a company’s internal processes but also addresses relationships with external stakeholders.
Importance of EN 15838
EN 15838 is crucial for customer contact centers to compete on a global scale. Today, companies often outsource customer communication services to reduce costs and improve efficiency. This makes it essential for customer contact centers to continuously meet and exceed customer and end-user expectations. EN 15838 serves as a reliable guide to ensuring the quality of customer services. It establishes the criteria required to enhance operational efficiency and respond quickly to customer demands. Adopting this standard ensures long-term success and sustainability for the company, while also improving its competitive edge in the market.
Benefits of EN 15838 for Your Organization
EN 15838 helps organizations not only meet customer satisfaction but also enhance the overall efficiency and effectiveness of the company. By providing a clear and transparent framework for management systems, it streamlines internal processes. It also offers opportunities to improve the skills and capabilities of employees, directly impacting the quality of service. Implementing EN 15838 helps the business create a better internal structure and optimize its processes. As a result, customer demands are addressed faster, and problem resolution times are reduced. Additionally, effective management of these processes reduces operational costs and increases service quality.
Effects of EN 15838 on Your Customers
Adhering to EN 15838 directly impacts the quality of service customers receive. It improves customer satisfaction and loyalty. Customers expect high-quality services that meet or exceed their expectations. EN 15838 ensures that customer contact centers can deliver timely and effective responses to customer requests, enhancing the overall customer experience. Moreover, following this standard strengthens the brand's reputation and builds trust, which attracts more customers and fosters long-term business relationships.
EN 15838 Certification and the Certification Process
EN 15838 certification is a document that proves an organization’s compliance with specific quality standards. The certification process involves several steps, each of which requires meeting certain criteria. The process begins with a decision to seek certification. Then, a project management plan is implemented, and all processes are reviewed. The scope is defined, and a gap analysis is conducted to identify areas for improvement. All processes are then documented and aligned with the standard. Finally, internal audits are conducted, and any discrepancies are corrected.
Certification Process
- Certification Decision: This is the first step, where the organization decides whether to pursue EN 15838 certification.
- Implementation of Project Management: A project management plan is set in place to manage and organize all processes. It ensures that processes are working efficiently.
- Defining the Scope: The scope of the certification is determined, outlining which services are included. This encompasses all aspects of the customer contact center services.
- Gap Analysis and Risk Assessment: Current systems are analyzed to identify gaps and risks. This step forms the basis for improvements.
- Documentation: All processes, procedures, and activities are documented and aligned with the standard.
- Internal EN 15838 Audit: Internal audits are conducted to identify and rectify any issues. This is the final review before certification.
- EN 15838 Certification: In the final step, the organization’s processes are assessed, and if they comply with the EN 15838 standard, certification is granted.
EN 15838 Certification and Contact
If you are interested in obtaining the EN 15838 customer contact center certification or need more information about the process, you can contact us through our contact page. For detailed information about the certification process and its implementation, feel free to reach out to us.