ISO 15838 Call Center Management System Certificate
The customer communication management system, the ISO 15838 Call center management system certificate standard, offers a comprehensive method for calls, complaints, dissatisfaction, etc., which are valid for the services that the company provides to customers. The customer contact center management process is considered as a part of the quality management system and contributes to the company. These benefits
• Improvement in customer communication quality,
• Prevents losses arising from possible bad service or faulty service that will adversely affect the company´s competitive advantage
• Prevents unnecessary time consuming processes in understanding the customer and customer communication processes,
• Increasing the developments in personnel approach that add value to customer service and outputs,
• Implementing policies that increase customer satisfaction and provide competitive advantage.
Thanks to the call centers, it is possible to serve customers 24 hours a day, 7 days a week and customer requests, complaints or requests are provided. Call centers offer many different services such as front office services, customer services, appointment services, order management, assistance services, information services, sales and marketing services.
The ISO 15838 standard is shown as an international standard covering sectoral requirements for call centers. The system conditions described in this standard are complementary to the technical requirements of the services provided by call centers.
ISO 15838 Call Center Management System Certificate Standard Content
The ISO 15838 standard has a certain functioning. The standard that companies must comply with during the certification phase is as follows.
2. STANDARD AND / OR DOCUMENTS REFERRED
3. TERMS AND DEFINITIONS
4. MANAGEMENT STRATEGY AND POLICY
4.2. Job Descriptions
4.3. Operational Roles and Responsibilities
4.3.2. Human Resources
4.3.3. Information and Communication Technology
4.3.4 Quality Assurance System
4.3.6 Operation Management Function
4.3.7 Planning and Control Function
4.3.8 Responsible Organization Management Function
5. Contact Center Representative
5.1.Duties and Functions Related Responsibilities of Customer Contact Center Representatives
5.2. Conditions for Contact Center Representatives
5.2.2 Communication and Customer Service
5.2.3 Technical skills
5.2.4 Special knowledge and skills
5.3. Recruitment Process
5.4. Training of Representatives
5.6. Delegates´ Satisfaction
5.7. Representative´s Privacy
6.1. Communication channels
6.2. Communication Management (Software and Hardware Tools)
6.3. Working Environment
6.4. Backup System
7.2. Agreements with Customer Organizations
7.3. Service Statistics
7.4. Control of Deviations
7.5. Monitoring Process Quality
7.6. Workforce Management
7.7. Access Channels
7.8. Complaint Process
7.10. Business Continuity Plans
8. Customer Satisfaction
9. Social Responsibility
What are the Contributions of ISO 15838 Call Center Management System Certificate Standard?
With the call center management system certificate standard, a noticeable improvement is observed in customer communication quality. Thus, the company gains a competitive advantage. Losses caused by bad service or faulty service, which will adversely affect call services, are also prevented. It is observed that a better understanding of the customer has increased and the unnecessary loss of time in communication with the customer has been eliminated.
The ISO 15838 standard can basically be shown as a combined version of the ISO 9001 Quality Management System, ISO 10002 Customer Complaint Management System and ISO 27001 Information Security Management System standards for call centers and similar organizations. It also works in integration with different standards such as standard Quality Management System, Environmental Management System and Occupational Health and Safety Management System.
Companies with this system can have the ISO 15838 Call Center Management System Certificate standard. The document is also categorized as a document received by call centers and customer-oriented services. The ISO 15838 Call Center Management System Certificate, designed to meet customer expectations with the certificate and to provide customers with fast, accurate and reliable service, provides a completely customer-oriented application. It is a standard feature designed to increase the performance quality in the relationship between the customer and the call center or customer service center. In general, it is aimed to increase business performance and provide customer satisfaction.
With the ISO 15838 Call Center Management System Certificate standard, call centers management system requirements are met, on the other hand, the technical conditions required for call centers to provide services are also provided.