Companies are now aware of the importance of establishing a Customer Contact Center or a Call Center and are taking more concrete steps in this direction than before. Moreover, they do not only establish these centers, but also strive to establish and manage these centers at international standards.

ISO 15838 published by the European Standards Committee Customer Contact Center Management System standardhas been a standard that meets the needs of companies that work in this direction. Call Centers or Customer Contact Centers establish these standards and operate in accordance with their requirements.

Now ISO 15838 Customer Contact Center Management System Let's see briefly what the basic principles are.

  • Understand customer expectations

It is important to understand what customers' expectations, demands and demands are, and to provide this information in a complete, accurate and clear manner from customers. For this, an effective method to obtain this information should be identified and implemented. This is the ISO 15838 Customer Contact Center Management System.

  • To establish the appropriate infrastructure

A suitable infrastructure should be established to meet the demands and demands of the customers at the level and quality that the customers expect. The standard of this infrastructure is the ISO 15838 Customer Contact Center Management System standard.

  • Monitor customer perceptions

As long as mutual cooperation and exchange of information with customers continues, the customers' perceptions about the company should be measured, evaluated and monitored. It is necessary to establish a mutual and effective communication with customers in order to learn about the quality of services and products provided by the company and their satisfaction with the company's approach to problems and complaints. ISO 15838 Customer Contact Center Management System standards provide this.

Customer happiness According to the results of a survey, customers share their satisfaction with average 5 people. However, they share an issue with an average 9 person. This is a serious form of negative publicity for the company. In a situation where competition conditions are so severe, no company has the luxury to lose customers.

If you want to get more detailed information about the basic principles of ISO 15838 Customer Contact Center Management System, TURCERT certification body is ready to support the managers and employees.