Welcome

What this is all about?

This site is devoted to EN 15838 — a new European 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, 68 customer contact centers are already (as of May 10, 2012) certified against  EN 15838:

by AFNOR — 25 clients in France
by AS+ — 25 clients: 12 in Austria, 3 in Germany, 2 in Azerbaijan, 2 in Czech Republic, 2 in Russia, 1 in the Ukraine, 1 in Poland, 1 in Belgium, 1 in France
by Bureau Veritas — 3 clients in Turkey
by SGS – 2 clients in Poland, 1 client in Turkey
by ICIM — 2 clients in Italy
by SQS — 2 clients in Switzerland
by TÜV SÜD — 2 clients in Germany
by Hanseatischen Zertifizierungsagentur (HZA) — 2 clients in Germany
by TÜV NORD — 1 client in Germany
by KIWA – 1 client in the Netherlands
by CERTIND – 1 client in Romania
by unknown certification body — 1 client in Turkey
[Thank you, Paul, Kerem, David, and Iustin for your updates]. Detailed list is located at http://en15838.org/already-certified/

Recent posts:

EN 15838 implementation specialists are needed all over the world

EN 15838 implementation specialists are needed, so if you are a call center expert or freelance QMS consultant, and you wish to expand your skills, write to (Enable Javascript to see the email address) . No country excluded.

Three on-line courses are made available

There are three trainings available on http://en15838.org/on-line-training/: The EN15838 Foundation course – introduction for contact center managers [45 minute overview of the standard]. EN 15838 Implementation Specialist course – case analysis. By competing this training, you will acquire the specialized … Continue reading →

Meetings on the EN 15838 standard in Poland

At the begining of December two meetings on the EN 15838 standard were held in Warsaw. Pictures from the first one can be found on this site. Almost at the same time, the standard was presented at the conference in … Continue reading →

An introduction to EN 15838 standard: on-line training

A 13-minutes long demo version of the on-line training An introduction to EN 15838 standard prepared especially for call center managers and call center specialists has been already published. Full version will be made available by mid-December 2011.

Sales Representatives

EN 15838 Sales Representatives Hungary Anna Szabo — (Enable Javascript to see the email address) Tamas Novak — (Enable Javascript to see the email address) Poland Michał Cichocki — (Enable Javascript to see the email address)

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