Technological Innovation

What is BS EN 15838-1:2010+A2:2015?


BS EN 15838-1:2010+A2:2015 is a technical standard that focuses on certain aspects of customer contact centers. It provides guidelines and requirements for the management and operation of these centers, ensuring their effectiveness, efficiency, and quality of service. This article will delve into the details of this standard, its purpose, key elements, and benefits.

Scope and Purpose

The scope of BS EN 15838-1:2010+A2:2015 encompasses various dimensions of customer contact centers, including both inbound and outbound services. It covers organizations across different sectors, such as telecommunications, banking, healthcare, and more. The primary aim of this standard is to enhance the overall customer experience by establishing benchmarks, best practices, and performance metrics for contact center operations.

Key Requirements

BS EN 15838-1:2010+A2:2015 outlines several key requirements that organizations must meet to comply with the standard. These requirements include defining and documenting organizational policies, processes, and procedures; ensuring adequate staffing levels and training programs; implementing appropriate technology infrastructure; maintaining data security and confidentiality measures; and regularly monitoring and evaluating key performance indicators (KPIs).

Benefits and Implications

Compliance with BS EN 15838-1:2010+A2:2015 brings several benefits to organizations operating customer contact centers. Firstly, it helps improve customer satisfaction and loyalty by setting clear expectations and delivering consistent service quality. Secondly, it enhances operational efficiency through streamlined processes, standardized training, and optimized resource allocation. Additionally, compliance with this standard also boosts employee morale and productivity, as it promotes a structured and supportive working environment.


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