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Customer Contact Centers
CEN, the European Committee for Standardization, has created CEN/BT Task Force 182 to develop a European standard for customer contact centers. This website gives information on the background of the project, the draft business plan for the Task Force, participation in the standardisation process and upcoming meetings.
Introduction
CEN is mandated by the European Commission to develop a European standard (EN) in relation to customer contact centres. The European mandate, M/378, states that the goal of the standard is to provide quality of service requirements for customer contact centres, common to all centres, which exist independent of service provider, service sector or technical approach to the provision of the service. The standard would be applicable both to customer contact centres that are internal to a business and those that have been outsourced.
Memberships
The members of CEN BT/TF 182 Customer contact centers are the CEN national members. All the CEN national members are entitled to nominate experts to CEN BT/TF 182. To participate in the activities of CEN BT/TF 182, please contact the national standards organization in your country.
Meetings
CEN BT/TF 182 plenary meetings are open only to official delegations from CEN national members. Not more than three delegates of any one member should normally attend a plenary meeting at the same time. Representatives of bodies such as the European Commission, the EFTA Secretariat and other international and European organizations with particular interests in the work, having been accorded formal liaison may attend Technical Committee meetings as observers and without voting rights.
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