ISO 15838

ISO 15838: Customer Contact Centres – Requirements for Service Provision

ISO 15838 is an international standard known as the Service Quality Standard for Customer Contact Centres. This standard provides guidance for call centers and customer service centers to increase customer satisfaction, provide efficient service, and ensure quality management. ISO 15838 provides a framework for improving the processes and performance of customer contact centers.

Objectives of ISO 15838

• Increase Customer Satisfaction: To meet customer expectations by improving service quality.

• Efficient and Effective Service Delivery: To increase the efficiency of call center processes.

• Standardized Service: To establish all customer communication processes at a defined quality standard.

• Improve Employee Performance: To provide guidance for enhancing staff competencies.

• Complaint Management and Resolution: To effectively address customer complaints and improve the resolution process.
  
  

Key Elements of ISO 15838

• Organizational Structure and Management

  • Management determines the strategies and policies of the customer contact center.

  • The organization's service commitments and customer satisfaction objectives are defined.

• Service Processes

  • Performance criteria such as call answering time, waiting times, and resolution times are established.

  • Customer feedback is regularly evaluated.

• Employee Competencies and Training

  • The communication, technical knowledge, and problem-solving skills of call center personnel are assessed.

  • Employees' participation in continuous training and development programs is ensured.

• Technology and Infrastructure

  • Establishment of an appropriate technological infrastructure for the call center and ensuring security.

  • Integration of technologies such as voice recording systems, analysis tools, and CRM systems.

• Complaint Management and Resolution

  • Processes are established for handling complaints quickly and effectively.

  • A customer-centric approach is adopted.

• Performance Monitoring and Evaluation

  • Performance is monitored using metrics such as service levels and customer satisfaction scores.

  • The status of achieving targets is regularly evaluated.

Benefits of ISO 15838

• Increased Customer Satisfaction: Customer loyalty is achieved through improved service quality.

• Efficiency and Effectiveness: Time and cost savings are achieved by improving operational processes.

• Employee Performance Improvement: A more skilled workforce is developed through training and competency assessments.

• Competitive Advantage: Quality service standards provide an advantage over competitors.

• Reduction in Complaints: Negative customer experiences are minimized through effective complaint management.
  
  

Who is ISO 15838 Suitable For?

• Companies providing call center services.

• Companies with in-house customer contact centers.

• Public sector organizations and organizations providing customer-centric services.

• All sectors that prioritize customer satisfaction.