What is BS EN 15838:2010+A2:2015?

BS EN 15838:2010+A2:2015 is a technical standard that provides guidelines for organizations in the contact center industry. It specifically focuses on the quality of customer service and sets requirements for performance measurement and assessment.

The Purpose of BS EN 15838:2010+A2:2015

The main purpose of this standard is to help organizations improve their customer service operations by establishing a set of criteria for measuring performance and ensuring that consistent standards are met. By implementing the guidelines outlined in BS EN 15838:2010+A2:2015, companies can enhance customer satisfaction, increase efficiency, and provide a better overall customer experience.

Key Requirements of BS EN 15838:2010+A2:2015

One of the key requirements of this standard is the establishment of service level agreements (SLAs) between organizations and their clients or customers. SLAs define specific service targets, such as response times and resolution times, and ensure that these targets are consistently met. This helps to manage customer expectations and ensure a high level of service quality.

Another important element is the measurement and reporting of performance metrics. BS EN 15838:2010+A2:2015 provides guidance on key performance indicators (KPIs) that should be monitored, such as average waiting time, first call resolution rate, and customer satisfaction ratings. By regularly tracking and analyzing these metrics, organizations can identify areas for improvement and make data-driven decisions.

Benefits of Implementing BS EN 15838:2010+A2:2015

Implementing BS EN 15838:2010+A2:2015 offers several benefits for organizations in the contact center industry. Firstly, it ensures that customers receive a consistent level of service, regardless of the channel they choose to communicate through. This helps to build trust and loyalty with customers, ultimately leading to increased customer retention and revenue.

Additionally, by implementing the guidelines set forth in this standard, organizations can improve operational efficiency and reduce costs. By monitoring performance metrics and identifying areas for improvement, companies can optimize resource allocation, streamline processes, and reduce unnecessary expenses.

In conclusion, BS EN 15838:2010+A2:2015 is a technical standard that provides guidelines for organizations in the contact center industry to enhance the quality of their customer service operations. By implementing the requirements outlined in this standard, companies can improve customer satisfaction, increase operational efficiency, and ultimately achieve business success.