ISO 15838 Call Centre Management System Certificate

What Is ISO 15838?

ISO 15838 is the certification standard for call centre management systems. The certificate is used to confirm that a call centre meets high quality standards in customer service and delivers a good customer experience.

ISO 15838 addresses the operational processes, customer relations, and quality management of call centres. The certificate requires call centre operations to show conformity in the following main areas:

Management responsibility: senior management effectively runs call centre activities and provides leadership for continuous improvement.
Customer relationship management: with a customer-focused approach, processes are built to understand customer requirements, measure customer satisfaction, and improve it.
Human resources management: systems are built to assess the qualifications and skills of call centre staff and to provide their training and continuous development.
Business processes: call centre processes and activities are effectively defined, documented, and managed. Performance measurement, process monitoring, and data analysis for continuous improvement are carried out.
Performance measurement and monitoring: critical performance indicators (KPIs) are defined and monitored to track call centre performance. Performance targets are set, and corrective action is taken to reach them.

ISO 15838 helps call centres reach excellence in customer service. To obtain the certificate, a call centre successfully completes the required processes and proves conformity to international standards. The certificate documents a call centre's commitment to continuously improving quality to serve customers better.

Why Eurocert for ISO 15838 Certification?

Eurocert is an independent certification body that offers many different ISO certification services. Reasons to pick Eurocert for ISO 15838 certification include:

International recognition: Eurocert is a certification body recognised and accepted internationally. The ISO 15838 certificate you obtain through Eurocert carries international validity and will be recognised by your customers, business partners, and stakeholders.
Expertise and experience: Eurocert is an experienced body that provides certification services for many ISO standards. Working with specialists who understand the requirements and process for ISO 15838 makes the certification process more effective and efficient.
Impartiality and independence: Eurocert is committed to impartiality and independence. The certification process is run fairly and impartially. Eurocert makes an objective assessment to determine whether your call centre management system meets ISO 15838 requirements.
Customer focus: Eurocert puts customer satisfaction first. We guide you through certification, answer your questions, and keep the process moving. By focusing on customer needs and working with you, we secure a successful completion of the certification process.
Credibility and reputation: Eurocert has a credible reputation in certification services. The ISO 15838 certificate you obtain through Eurocert shows the importance your call centre places on quality management and customer focus and lifts your business's credibility.

Eurocert is a credible choice as the certification body for ISO 15838.

Core Requirements of ISO 15838

ISO 15838 sets the core requirements for call centre management systems. They cover quality management, customer focus, business processes, and performance measurement. The core requirements of ISO 15838:

Scope and application: defines the scope of the certificate and the area of application within the call centre management system.
Normative references: lists other relevant standards and reference documents.
Terms and definitions: covers the explanations of terms and definitions used in ISO 15838.
Management system requirements:

a. Leadership and management responsibility: requires call centre management to show leadership, set policies, define targets, and secure compliance with legal requirements.
b. Customer focus: covers understanding customer needs, securing customer satisfaction, and evaluating customer feedback.
c. Human resources management: covers defining staff qualifications, running training and development programmes, and managing staff performance.
d. Business processes: covers defining, documenting, applying, and continuously improving business processes.
e. Performance measurement and monitoring: covers defining critical performance indicators (KPIs), monitoring performance, and reporting.
f. Customer feedback and complaint management: requires collecting and analysing customer feedback and effectively handling complaints.
g. Internal audit: covers running internal audits that assess the effectiveness of the call centre management system.
h. Continuous improvement: covers planning and applying corrective and preventive actions for continuous improvement.

These core requirements provide a framework for effectively setting up, running, and continuously improving a call centre management system. ISO 15838 aims to make sure the call centre delivers high-quality service to customers in line with quality standards.

How to Get the ISO 15838 Certificate

To obtain the ISO 15838 certificate, follow these steps:

Review the relevant standards: research the certification requirements through the ISO official website or your national standards body's website to understand the standards and certification process required for ISO 15838.
Prepare: run a preparation phase to bring your call centre management system into line with ISO 15838 requirements. Review your business processes, identify gaps, and make improvements. Build the policies and procedures required.
Choose an external audit body: select an external audit body for ISO 15838. This is typically an accredited certification body. Choosing a credible audit body sets the certification process up for success.
Submit your application: apply to the external audit body you have chosen. The process may involve completing an application form and specifying the standard you are pursuing. The body assesses your application and may run a preliminary assessment to determine your eligibility.
Certification audit: the audit body runs the certification audit. The audit aims to verify that your call centre management system meets the ISO 15838 requirements. The audit is the critical step of certification and needs to be successfully completed to obtain the certificate.
Improvement and verification: based on the audit results, carry out the corrective and preventive actions specified by the audit body. A verification audit may be run to confirm that the improvements have been successfully applied.
Receive the certificate: based on audit results confirming that improvements are verified and requirements are met, the audit body issues the ISO 15838 certificate. The certificate shows that your call centre management system meets international standards and has the capacity to deliver high-quality service to customers.

Obtaining the ISO 15838 certificate proves that your call centre runs a quality management system that builds customer trust. Completing certification successfully with the guidance and support of the external audit body matters in the process.

Benefits of ISO 15838 Certification

Several benefits of ISO 15838 certification:

Improving quality standards: ISO 15838 confirms that your call centre management system meets international quality standards. Obtaining the certificate requires reviewing processes, identifying gaps, and making improvements. The process improves your call centre's quality management and helps you serve customers better.
Raising customer satisfaction: ISO 15838 puts customer focus and customer satisfaction on the record. The processes required for certification include understanding customer needs, evaluating feedback, and effectively addressing customer issues. That raises customer satisfaction and builds customer loyalty.
Process improvement and effective management: ISO 15838 requires call centre business processes to be defined, documented, applied, and continuously improved. Effectively managing processes raises efficiency, reduces errors, and lowers costs. Improvement processes help you continuously deliver better performance and service quality.
Internal and external credibility: ISO 15838 shows that your call centre meets international standards and has gone through an independent audit process. That gives customers, business partners, and stakeholders an assurance that your call centre delivers reliable service. The certificate lifts your call centre's reputation and brand value.
Competitive edge: ISO 15838 sets your call centre apart from competitors. Customers trust a call centre that delivers service against documented quality standards more. That brings preference and new business opportunities. Holding the certificate also provides an edge in situations like tenders and partnerships.

ISO 15838 certification improves your call centre management, raises customer satisfaction, secures effective process management, and provides your business with credibility and a competitive edge.

ISO 15838 Consultancy Scope and Process

ISO 15838 consultancy can be offered to bring your call centre management system into line with ISO 15838 requirements and to guide you through certification. Consultancy typically follows this scope and process:

Initial assessment: ISO 15838 consultancy typically starts with an initial assessment. The consultant assesses your call centre management system in its current state and identifies gaps and improvement areas. The assessment helps you determine how close you are to ISO 15838 requirements and the preparations needed for certification.
Preparation phase: once the consultant identifies gaps and improvement areas, they guide you on the preparations needed to meet ISO 15838 requirements. That may involve building or revising policies and procedures, defining business processes, and preparing the documentation required for certification. The consultant helps direct the processes, set documentation requirements, and prepare the organisation for certification.
Training and awareness: the consultant can run training and awareness sessions to explain ISO 15838 requirements and the certification process. The sessions help call centre staff get familiar with the standard, meet the requirements, and understand how the certification process works.
Pre-certification audit (optional): as part of consultancy, a pre-certification audit can be run. It assesses your organisation's conformity to ISO 15838 requirements and determines whether you are ready for certification. Based on the audit results, the consultant identifies gaps and corrective actions and guides you.
Certification process and audit preparation: the consultant works with you on the certification process and audit. They help you apply for certification, communicate with the audit body, and prepare for the audit. The consultant guides you on running final checks before the certification audit and getting the organisation ready for it.
Audit process: the consultant supports you during the certification audit. They manage communication with the audit body, provide clarifications when needed, and keep the process running smoothly. The consultant guides you in evaluating audit results and managing the required corrective actions.

ISO 15838 consultancy guides your organisation through certification and helps you meet the requirements. Because the consultant brings ISO 15838 expertise, they help you run the process more effectively and efficiently.

ISO 15838 Call Centre Management System Certificate

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