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  • BS 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    Superseded A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.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    Superseded date:  31-08-2017

    Language(s):  English

    Published date:  30-06-2010

    Publisher:  British Standards Institution

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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.

    Scope - (Show below) - (Hide below)

    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.

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

    Committee SVS/0
    Development Note Supersedes 08/30174497 DC. (06/2010)
    Document Type Standard
    Publisher British Standards Institution
    Status Superseded
    Superseded By
    Supersedes

    Standards Referenced By This Book - (Show below) - (Hide below)

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

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