Designed to meet customer expectations and provide customers with fast, accurate and reliable services, the Customer Contact Center Management System provides fully customer-centric applications. It is a standard designed to improve the performance quality in the relationship between the Customer and the Call Center or Customer Service Center. In this respect, it is a system to increase business performance and ensure customer satisfaction.
The Customer Communication Center Management System standard meets the management system requirements of Call Centers on the one hand and defines the technical conditions required for the Call Centers to provide their services.
The ISO 15838 Customer Contact Center Management System is designed to provide services such as calls, complaints, dissatisfaction, etc. related to the service provided for the customer contact center that is valid for the services the company provides to its customers. provides a comprehensive method for
Call Centers are the centers where the companies communicate with customers, dealers, suppliers and similar persons and organizations through telephone, fax, internet, e-mail and all kinds of other means. It is an interaction center consisting of human resources, workflows, computer programs and technical infrastructure.
In the Call Centers, outgoing calls are answered and external calls are made. Mainly, call centers are established by companies such as technical support companies, banks, tourism agencies and hospitals.
Call Center services such as front desk services, customer service, appointment services, order management, assistance services, information services, sales and marketing services can be provided.
In order to provide a faster and more secure service to the customers, companies are aware that customer satisfaction is the most important issue and the importance of customer-oriented work is the establishment of standards called Customer Communication Center Management System or Call Center Management System.
The ISO 15838 Customer Contact Center Management System standard was prepared and implemented by the European Committee for Standardization (CEN) in November of 2009. This standard describes the general conditions for proper and accurate service delivery of Call Centers in general. EN ISO 15838 standard is an international standard covering the sectoral requirements for Call Centers. The system requirements described in this standard are complementary to the technical requirements of the Call Center's services.
Although calls and calls are managed both inside and outside the company, both communication centers and customers using these centers were taken into consideration when designing the clauses of the standard. The Customer Contact Center Management System provides a comprehensive method for calling, dissatisfaction, complaints and similar cases related to the services provided by the customer contact center, which is valid for the services the company provides to its customers.
ISO 15838 can work seamlessly integrated with similar management systems and even more efficient. If the company has also established and implemented ISO 9001 Quality Management System within its organization, the Customer Contact Center Management System described here can be considered as a part of this system and can be integrated with this system.
Customer Communication Center Management System will provide a significant improvement in customer communication quality. This will give the company a competitive advantage. Losses arising from bad service or faulty service that will adversely affect Call Center services will be prevented. It will be possible to understand the customer better and unnecessary time losses in communication with the customer will be eliminated. In this way, communication efficiency will be increased, unnecessary time and element costs will be reduced and the same quality output will be obtained.
ISO 15838 Customer Contact Center Management System; ISO 9001 Quality Management System, ISO 10002 Customer Complaint Management System and ISO 27001 Information Security Management System standards, Call Centers and similar organizations can be said to be a combined form.
In addition, this system can be installed and managed in an integrated manner with management systems such as Quality Management System, Environmental Management System and Occupational Health and Safety Management System.
Companies that set up the system and implement it as it should by fulfilling all requirements can also obtain EN ISO 15838 Customer Contact Center Management System Certificate. This document is a document received by Call Centers and customer-oriented service organizations.
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