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EN 15838 standard audit and certification services from SGS help to ensure the service quality offered to clients by customer contact centers (CCC).

Financial District

Developed in response to a European Commission mandate, the EN 15838 standard aims to encourage the development of CCC services that are not only effective, high quality and cost-efficient but also meet customer expectations. An audit against the EN 15838 standard delivers a better performing business, customer satisfaction and differentiates your operation from your competitors.

With extensive experience in the contact center industry, we can help you to implement EN 15838 and update policies, processes and staff training to its recommended standards. Working together, we can address agents’ qualifications and skills, recruitment, management and workplace standards.

EN 15838 benefits

Applicable to in-house and outsourced contact centers, EN 15838 can help to improve service on helplines, in customer service centers, sales or helpdesk environments. Implementing and certifying an EN 15838 compliant CCC system opens the door to improved:

  • Customer satisfaction
  • Management and organization
  • Employee satisfaction, skills, capabilities and retention
  • Problem identification and solving
  • Competiveness, through cost savings

At the same time as demonstrating a commitment to contact center professionalism and to continuous improvement, audit and certification against EN 15838 is an important endorsement of quality and can help outsourced contact centers to reduce marketing costs.

SGS’s EN 15838 services

As an experienced supplier to contact center industry, we offer a broad range of services to support EN 15838, including:

  • Certification
  • Preliminary audits
  • EN 15838 requirements and interpretation training courses
  • Implementation workshops
  • EN 15838 training for in-house and lead auditors
  • Mystery caller operations

Contact SGS today to find out more about our EN 15838 services.