Standard EN 15838
BS EN 15838 was developed in response to European Commission mandate M/378. The Mandate states that the goal of the standard is to provide quality of service requirements for contact centres, common to all centres, and irrespective of the service sector, technical approach to the provision of the service, or the service provider.
BS EN 15838 is the standard that sets out service requirements for contact centres irrespective of the service sector with a focus on the operational aspects of running a contact centre. The standard applies to both in-house customer contact centres as well as outsourced centres.
Implementing the standard improves both customer service and business success. It is designed to achieve customer, staff and stakeholder satisfaction. It creates a culture of continuous improvement and foster increased understanding of the value of the customer contact centre.
ISO/IEC 27001:2013 specifies the requirements for establishing, implementing, maintaining and continually improving an information security management system within the context of the organization. It also includes requirements for the assessment and treatment of information security risks tailored to the needs of the organization.
The ISO 9000 - quality management - family addresses various aspects of quality management and contains some of ISO’s best known standards. The standards provide guidance and tools for companies and organizations who want to ensure that their products and services consistently meet customer’s requirements, and that quality is consistently improved.