European standard for call centre
 Quality
has always been very important for customer care solutions. Therefore
ccs is not only the first ÖNORM D-1020 certified call centre in
Austria, but now also the first outsourcing call center, which has
been certified under the new European call centre standard EN 15838.
With
the commitment to comply with the fixed quality principles and
guidelines customer care solutions, as certified call centre, sticks
by the defined standards. The internal quality standards, which are
passed on to its call centre customers in form of a professional
collaboration and handling of joint projects, are much more stringent.
The
primary objective of EN 15838 is to achieve quality in relation to all
services that are provided by a call center / contact center. In the
rapidly growing market of this industry the quality factor becomes
more relevant in the selection of a suitable partner, both on staff
and on client side.
With the certification according to EN 15838 the
quality of all services, which customer care solutions provide, is
documented in detail whereat following criteria are determinant:
-
the selection (requirements), the use, handling, training,
communication with staff,
-
the selection and use of the technologies as well as reliability,
-
the truth and clarity principles as well as the protection of
privacy,
-
the standardized and individually used and adjusted processes and
tasks,
-
the general working atmosphere that is determined by geographic and
human aspects,
-
transparent quality gives safety through standardized operating
figures (statistics).
|
United Arab
Emirates
