| 释义 |
- Standard
- Notes
- See also
- External links
{{primary sources|date=May 2011}}EN 15838 is a European standard describing the requirements for service provision for Customer Contact Centres.[1] It was approved by CEN (European Committee for Standardization) on October 5, 2009. The standard is implemented in several countries in Europe via their own national organizations.[2]StandardThe 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
Notes1. ^European Committee for Standardization - details EN 15838 , accessed May 9th, 2011.
2. ^European Committee for Standardization - national implementation EN 15838 , accessed May 9th, 2011.
See alsoExternal links- Official Site: European Committee for Standardization
- Non-official resource site: en15838.org
{{List of EN standards|state=autocollapse}} 1 : EN standards |