ISO 15838 Call Center Management System Certificate

EN 15838 is a standard developed to improve the service quality of customer relations centers. The ISO equivalent of EN 15838, a European standard, is ISO 18295. Although it is referred to as ISO 15838 in the literature and the market, EN 15838 and/or ISO 18295 standard should be understood when the Call Center Management System or Customer Relationship Center Management System standard is mentioned. For more detailed information on the subject, you can contact Aşan Danışmanlık.

Organizations that meet the requirements of these standards can obtain a Call Center Management System Certificate. The purpose of certification is to verify the service quality of customer relationship centers. EN 15828 and ISO 18925 standards can be used for customer relationship management services provided internally and externally. This standard mainly focuses on communication performance between customers and call centers.

ISO 15838 Call Center Management System Scope

Today, customers contact call centers of organizations for purposes such as sales, marketing, switchboard and information. Communication channels may include telephone, fax, e-mail, SMS, social media, etc. In order to ensure customer satisfaction, issues such as accurate and fast information, type and quality of communication, knowledge and experience of customer representatives, information confidentiality, data security, etc. are critical. The ISO 15838 Call Center Management System standard explains the rules to be followed in this and many other issues. Organizations that establish a customer relationship management system that meets the requirements of the standard can obtain EN 15838 Certificate / ISO 18295 Certificate.
We can summarize the content of the standard as follows:

1. Scope
2. Normative references
3. Terms and definitions
4. Management strategies and policies: Job descriptions, internal duties, authorizations and responsibilities are explained.
5. Customer representatives in the call center: Issues such as the duties and responsibilities of the representatives, their educational status, performance management, recruitment conditions, satisfaction and confidentiality are discussed.
6. Infrastructure: The technical (software and hardware) issues related to the communication channel, the working environment, the requirements for backup systems and procedures are explained.
7. Process management: Contracts made with the call center and third parties, workforce management, management of complaints and feedback, statistics on call center service, business continuity, etc. are detailed.
8. Customer satisfaction: Subjects such as measuring and reporting customer satisfaction levels, analysis of customer complaints, protection of customer rights are explained.
9. Social responsibility: The effects of customer relationship management activities on the environment and society are mentioned.

Benefits of ISO 15838 Call Center Management System

We can summarize the benefits of EN 15838 Customer Relations Central Management System Certificate as follows:

Providing faster, higher quality and reliable service to customers who contact the call center.
Measuring customer satisfaction in a healthy way and increasing it in a sustainable way
Reducing costs by obtaining quality and effective results in customer relations and satisfaction management.
Ensuring a competitive advantage against other organizations providing this service
Increasing awareness of customer-oriented service concept within the organization
Increasing the product and service quality by managing the feedback from the customers with the right planning.

ISO 15838 Call Center Management System Certificate and Consultancy

Organizations that want to obtain the Customer Relations Center Management System Certificate must first meet the requirements of the EN 15838 / ISO 18295 standard. Then, the certification process can be started by applying to accredited certification bodies. It is recommended to receive consultancy services in order to carry out this process accurately, easily and cost-effectively in all respects. With its many years of experience in ISO certification, Aşan Danışmanlık supports organizations that want to obtain ISO 15828 Call Center Management System Certificate at every step of the certification process. You can contact us now for more detailed information about training, consultancy and certification solutions.

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.


LOGIN

1. SCOPE
2. STANDARD AND / OR DOCUMENTS REFERRED
3. TERMS AND DEFINITIONS
4. MANAGEMENT STRATEGY AND POLICY
4.1. General
4.2. Job Descriptions
4.3. Operational Roles and Responsibilities
4.3.1. General
4.3.2. Human Resources
4.3.3. Information and Communication Technology
4.3.4 Quality Assurance System
4.3.5 Training
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
5.2.1. General
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
5.5. Performance
5.6. Delegates´ Satisfaction
5.7. Representative´s Privacy
6. Infrastructure
6.1. Communication channels
6.2. Communication Management (Software and Hardware Tools)
6.3. Working Environment
6.4. Backup System
7.Processes
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
7.9 Confidentiality
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.