User:Emba7 EilertE/Draft-EN 15838

EN 15838 is a European standard describing the requirements for service provision for Customer Contact Centres. It was approved by CEN (European Committee for Standardization) on October 5th 2009.

The standard includes areas such as:
 * Management strategy and policy
 * Processes
 * Requirements for Contact Centre agents
 * Requirements for Infrastructure
 * Customer satisfaction
 * Social responsibility
 * Mandatory KPIs
 * Recommended KPIs
 * Best practice guidelines for client organizations