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    I.S. EN 15838:2009

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    Superseded A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
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    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    Superseded date:  20-08-2017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

    Publisher:  National Standards Authority of Ireland

    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.

    Dates of withdrawal of national standards are available from NSAI.

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    Table of Contents - (Show below) - (Hide below)

    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

    Abstract - (Show below) - (Hide below)

    Describes the requirements for customer contact centres.

    General Product Information - (Show below) - (Hide below)

    Document Type Standard
    Publisher National Standards Authority of Ireland
    Status Superseded
    Superseded By

    Standards Referencing This Book - (Show below) - (Hide below)

    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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