{{primary sources|date=May 2011}}
'''EN 15838''' is a [[Europe]]an standard describing the requirements for service provision for Customer Contact Centres.<ref>European Committee for Standardization - details EN 15838 [http://esearch.cen.eu/Details.aspx?id=4289898]{{Dead link|date=July 2025 |bot=InternetArchiveBot |fix-attempted=yes }}, accessed May 9th, 2011.</ref> It was approved by [[European Committee for Standardization|CEN (European Committee for Standardization)]] on October 5, 2009. The standard is implemented in several countries in Europe via their own national organizations.<ref>European Committee for Standardization - national implementation EN 15838 [http://esearch.cen.eu/CatWeb.aspx?id=4289898]{{Dead link|date=July 2025 |bot=InternetArchiveBot |fix-attempted=yes }}, accessed May 9th, 2011.</ref>
==Standard== The standard includes areas such as: * [[Management]] strategy and policy * Processes * Requirements for Contact Centre agents * Requirements for [[Infrastructure]] * Customer satisfaction * Social responsibility * Mandatory [[Key performance indicator|KPIs]] * Recommended KPIs * Best practice guidelines for client organizations
==Notes== {{reflist}}
==See also== *[[List of EN standards]]
==External links== *[http://www.cen.eu/ Official Site: European Committee for Standardization] *[http://en15838.org/ Non-official resource site: en15838.org] {{Webarchive|url=https://web.archive.org/web/20110416065209/http://en15838.org/ |date=2011-04-16 }} {{List of EN standards|state=autocollapse}} [[Category:EN standards|#15838]]