EN 15838 Customer Contact Centers Service Certification

MDYD Brings European Standards to the Industry!

PURPOSE

• To determine and enhance the service quality of Customer Contact Centers.

• To ensure standardized service delivery in the sector.

• To ensure and maintain the satisfaction of customers, solution partners, and personnel.

• To create a culture of continuous improvement, thereby increasing the value of Customer Contact Centers.

BENEFITS

• Enhances the recognition and strength of Customer Contact Centers as a reputable and high-quality brand both domestically and internationally.

• Increases the efficiency of service processes.

• Differentiates and creates a competitive advantage over rivals.

• Aligns with top management strategies and policies for growth.

• Promotes continuous improvement and development of information and communication technologies, infrastructure, contractors, and emergency plans.

• Increases customer satisfaction and ensures that Customer Contact Centers are environmentally conscious.

FEATURES

• Prepared by the European Committee for Standardization (CEN).

• A standard specifically designed for Customer Contact Centers.

• Has international validity.

• Applicable to all Customer Contact Centers, whether internal or outsourced.

• This standard can be integrated with other management systems (ISO 9001:2008 Quality, ISO 27001:2005 Information Security, ISO 10002:2004 Customer Satisfaction Management Systems).

SCOPE

• Top Management Strategy and Policy

• Customer Contact Representatives

• Infrastructure

• Processes

• Customer Satisfaction

• Social Responsibility

CERTIFICATION PROCESS

1. GAP ANALYSIS

The aim is to assess the conformity of your business processes with the EN 15838:2009 Customer Contact Centers (CCC) Standard. The GAP analysis helps your organization implement this new Management System and checks your readiness for certification.

The GAP Analysis process includes:

• Defining the scope

• Conducting the GAP Analysis audit

• Reporting nonconformities and improvement opportunities

2. CERTIFICATION PROCESS

• Define the scope of certification.

• Pre-audit (optional): Conduct a GAP analysis and determine your status regarding the standard.

• The certification audit consists of 2 stages:

  • Stage 1: Review if the organization is ready for certification.

  • Stage 2: Evaluate the effectiveness of the management system and its implementations.

• If the results of the Stage 2 audit are positive, a certificate valid for 3 years is issued.

• Interim audits are conducted to monitor continuous improvement and verify that the management system meets the standard's requirements.

• After 3 years, recertification is conducted to confirm that the management system's effectiveness and conformity are maintained.

Our Certification Partner: Bureau Veritas

• Leading in ISO 9001 Quality, ISO 14001 Environment, OHSAS, ISO 16001, TS 16949, ISO 10002 Customer Satisfaction System Standards in Turkey and globally.

• Operates in more than 100 countries worldwide, allowing clients to benefit from both international experience and local standard knowledge.

• The Bureau Veritas Certification mark symbolizes your company's global recognition and commitment to excellence, sustainability, and reliability.