The companies that provide customer-oriented services, in which Call Centers are particularly notable, do not operate with the aim of just listening to complaints and solving problems. No longer Call Centers it is an important alternative channel for companies and companies invest more to this point than before. Call Centers undertake an important function for the promotion of the company's products and services and their sales and marketing. As such, companies want these centers to operate in accordance with internationally determined standards. In this sense, ISO 15838 Customer Contact Center Management System standard It has become a standard that meets the needs of all customer-oriented companies including Call Centers.
The specification of the ISO 15838 Customer Contact Center Management System standard is that these centers do not touch the specified and documented technical specifications and processes of business, but are complementary to them.
Establishment and operation of the Customer Contact Center Management System will be very easy for the companies that have established and implemented one of the Quality Management System or Customer Complaint Management System or Information Security Management Systems. Because these systems have many common standards.
Nevertheless, support can be obtained from the certification bodies or consultancy companies that provide services to establish the ISO 15838 Customer Contact Center Management System.
generally Customer Contact Center During the establishment of the Management System, a preparatory period will be passed. In this period a situation assessment will be made and the scope of the study will be determined. After analyzing the current workflows, a strategic plan will be prepared.
Process management will be carried out in the next step. Call Center processes will be determined, a modeling will be carried out and the documentation work will begin. These studies will be followed by employees' training, performance monitoring, workload and error management.
In the next steps, call management infrastructure preparations will be made, customer management, complaint management and customer satisfaction processes will be prepared.
One of the organizations providing consultancy services to establish the ISO 15838 Customer Contact Center Management System is the TURCERT certification body. You can contact the experienced managers and staff of the TURCERT certification body for more information on what to do in order to install this system, or even to install the Customer Contact Center Management System.