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What this is all about?

This site is devoted to EN 15838 — an international standard on quality requirements for customer contact centers. The standard has been adopted by 30 EU and EFTA countries, as well as national call/contact center associations in 4 other countries.

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As far as we can say, 112 EN 15838 certificates have already been issued (as of February 25, 2014):

  • by AFNOR — 50 clients, including: 40 clients in France; 5 clients in France and Morocco, 1 client in France, Morocco & Romania; 1 client in France & Tunesia; 1 client in France, Tunisia & Morocco; 1 client in Mauritius; 1 client in France, Australia, Czech Republic & Mauritius
  • by AS+ — 28 clients, including: 13 in Austria; 4 in Germany; 2 in Azerbaijan; 2 in Czech Republic; 2 in Russia; 1 in the Ukraine; 1 in Poland; 1 in Belgium and France, 1 in Luxembourg; 1 in Austria, Germany, Romania, Switzerland, Slovakia, and Turkey
  • by Det Norske Veritas Italia– 7 clients in Italy
  • by SGS – 6 clients, including: 3 clients in Poland, 1 client in Croatia, 1 client in Turkey, 1 client in Belarus
  • by Bureau Veritas — 4 clients, including: 3 clients in Turkey, 1 client in Portugal
  • by ICIM — 4 clients in Italy
  • by TÜV SÜD — 3 clients in Germany
  • by SQS — 3 clients in Switzerland
  • by bkr callbusiness UG – 2 clients in Germany
  • by Hanseatischen Zertifizierungsagentur (HZA) — 2 clients in Germany
  • by AENOR – 1 client in Spain
  • by CERTIND – 1 client in Romania
  • by KIWA – 1 client in the Netherlands
  • by TÜV NORD — 1 client in Germany
  • by unknown certification body — 1 client in Turkey

Number of certified call center organizations by country (if a certificate covers call centers in more than one country, each country is  counted separately):

  • Australia (1)
  • Austria (14)
  • Azerbaijan (2)
  • Belarus (1)
  • Belgium (1)
  • Czech Republic (3)
  • France (51)
  • Germany (13)
  • Italy (11)
  • Luxembourg (1)
  • Mauritius (2)
  • Morocco (7)
  • Netherlands (1)
  • Poland (4)
  • Portugal (1)
  • Romania (3)
  • Russia (2)
  • Slovakia (1)
  • Spain (1)
  • Switzerland (4)
  • Tunisia (2)
  • Turkey (6)
  • Ukraine (1)
[Thank you, Alfredo, Ollivier, Abdelmajid, Michał, Paul, Kerem, David, Yury, and Iustin for your updates]. Detailed list is located at http://en15838.org/already-certified/
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Recent posts:

First Far East Asia Regional Training for EN 15838 Lead Auditors

. First Far East Asia Regional Lead Auditor Training on EN 15838 was performed in Manila (The Philippines) at the end of May 2013. Ten auditors from Hong Kong, Philippines and Taiwan participated in this 3-day transition course. Training was … Continue reading

SGS to Assess the Quality of the BPO Industry in the Philippines

First Certification Body to offer the EN 15838:2009 standard in the Philippines (Manila, Philippines, February 22, 2013) SGS Philippines Inc. is the first certification body in the Philippines to offer the EN 15838:2009 Quality Requirements for Customer Contact Centers (CCCs) … Continue reading

Quality certification of call centers: Approach become essential in an industry still suffers from a poor image

Original French version Translation into English

COPC vs. EN 15838: A Comparison

ORIGINS COPC is a private standard created by American Express,Compaq, Dell, Intel, L.L. Bean, Microsoft, Motorola and Novell that were unhappy with the quality of their callcenter service providers. No details on the process of drafting the standard are provided. … Continue reading

Regional training on EN 15838 for call center managers (Zagreb, July 2012)

An introductory training on the EN 15838 standard for customer contact center managers was held in Zagreb (Croatia) on July 20th (Friday).  Call center managers and potential EN 15838 implementation specialists from Croatia, Slovakia, Slovenia and Romania participated in the … Continue reading

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