Companies that establish and manage the ISO 15838 Customer Contact Center Management System in their businesses learn a lot from the customers they serve in this way. These companies offer their customers service, quality and reliability at a level that other companies cannot reach. But they also get many creative ideas from their customers. The basis of success lies in listening to the customer carefully and understanding and understanding the customer.

Now let's look at the clauses of this standard to see the scope of the ISO 15838 Customer Contact Center Management System.

The fourth item, Management Strategy and Policy of the ISO 15838 Customer Contact Center Management System standard, carries the following headings:

  • 4.1 General
  • 4.2 Job descriptions
  • 4.3 Operational roles and responsibilities
    • 4.3.1 General
    • 4.3.2 Human Resources
    • 4.3.3 Information and Communication Technology
    • 4.3.4 Quality Assurance System
    • 4.3.5 Training
    • 4.3.6 Operation Management Function
    • 4.3.7 Planning and Control Function
    • 4.3.8 Responsible Organization Management Function

Customer Contact Center Management System standardThe fifth item titled Communication Center Representative carries the following headings:

  • Responsibilities of the 5.1 Customer Contact Center on the tasks and functions of the representatives
  • 5.2. Conditions for Contact Center representatives
    • 5.2.1 General
    • 5.2.2 Contact and Customer Service
    • 5.2.3 Technical skills
    • 5.2.4 Special knowledge and skills
  • 5.3 Recruitment process
  • 5.4 Training of Representatives
  • 5.5 Performance
  • 5.6 Satisfaction of Representatives
  • 5.7 Representative confidentiality

The sixth article of Customer Communication Center Management System standard, entitled Infrastructure, carries the following headings:

  • 6.1 Communication channels
  • 6.2 Communication management (software and hardware tools)
  • 6.3 Operating environment
  • 6.4 Backup System

The seventh clause of the Customer Contact Center Management System standard entitled Processes includes the following headings:

  • Introduction to 7.1
  • 7.2 Agreements with customer organizations
  • 7.3 Service stats
  • 7.4 Deviations control
  • 7.5 Process quality monitoring
  • 7.6 Workforce management
  • 7.7 Access channels
  • 7.8 Complaint process
  • 7.9 Privacy
  • 7.10 Business Continuity Plans

Customer Contact Center Management System the eighth item is Customer Satisfaction and the ninth item is Social Responsibility.

ISO 15838. Customer Contact Center Management System Certificate The organizations that wish to obtain information can apply to the experienced managers and employees of the TURCERT certification body in order to obtain information on the standards and scope of the system.