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.
EN 15838:2009 history
2009EN 15838:2009 Customer Contact Centres - Requirements for service provision