The Call Center or the Call Center has become increasingly popular with many companies. Call Centers are a center where the companies communicate with customers, dealers, suppliers and similar persons and organizations, telephone, fax, internet, e-mail and similar vehicles. This center is an interaction center consisting of human resources, work flows, computer programs and technical infrastructure.
In the Call Centers, outgoing calls are answered and external calls are made. Mainly, call centers are established by companies such as technical support companies, banks, tourism agencies and hospitals.
Call Centers customer service, customers' complaints, complaints and information are easily analyzed, customer loyalty is increased, sales and marketing activities are supported, customers are provided from a center and most importantly, unnecessary operation burden is taken on the employees. expenses are reduced.
Call Center services such as front desk services, customer service, appointment services, order management, assistance services, information services, sales and marketing services can be provided.
In order to provide faster and safer services to customers by many organizations, Customer Contact Center Management System or call center management system.
The ISO 15838 Customer Contact Center Management System standard, which meets the needs of customer-oriented organizations, especially Call Centers, has been prepared and implemented by the European Committee for Standardization (CEN) in November of 2009. This standard describes the general requirements for the proper and correct service delivery of Call Centers in general.
EN ISO 15838 standardIs an international standard covering sectoral requirements for Call Centers. The system requirements described in this standard are complementary to the technical requirements of the services provided by the Call Center.
This standard can be applied to both external and internally customer contact centers. Both communication centers and customers using these centers were taken into account when designing the standards. The Customer Contact Center Management System provides a comprehensive method for call, dissatisfaction, grievance and similar cases related to the service provided by the customer contact center, which is applicable to the company's customers.
If the company has also established and implemented the ISO 9001 Quality Management System, the Customer Contact Center Management System described here can be considered as part of this system and can be integrated with this system.
Customer Contact Center The Management System will firstly provide a noticeable improvement in customer communication quality. This will provide a competitive advantage to the company. Losses resulting from poor service or improper service will be prevented, which will adversely affect Call Center services. A better understanding of the customer will be possible and unnecessary time losses in communication with the customer will be eliminated. In this way, communication efficiency will be increased, unnecessary time and element costs will be reduced and the same quality output will be obtained.
Customer satisfaction of the companies establishing and managing the Customer Contact Center Management System will increase and this will provide a competitive advantage to the company.
ISO 15838 Customer Contact Center Management System; ISO 9001 Quality Management System, ISO 10002 Customer Complaint Management System and ISO 27001 Information Security Management System standards, Call Centers and similar organizations can be said to be a combined form.
In addition, this system can be installed and managed in an integrated manner with management systems such as Quality Management System, Environmental Management System and Occupational Health and Safety Management System.
Companies that establish this system can also obtain the EN ISO 15838 Customer Contact Center Management System Certificate. This document is a document received by Call Centers and customer-oriented service providers.
Designed to meet customer expectations and provide customers with fast, accurate and reliable services, the Customer Contact Center Management System provides fully customer-centric applications. It is a standard designed to improve the performance quality in the relationship between the Customer and the Call Center or Customer Service Center. In this respect, it is a system to increase business performance and ensure customer satisfaction.
The EN 15838 Customer Contact Center Management System standard also meets the Call Center's management system requirements while identifying the technical conditions required by Call Centers to provide their services.