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IntroductionCEN 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. Mandate M/378 asks for the following key elements in the standard for customer contact centers:
- Terminology: Setting a clear field of application for the standard, with appropriate definitions (including ‘customer contact centre’).
- Contract management:
- Agreement between client and service provider (if necessary);
- Information to be provided to the client;
- Giving appropriate information on charges for the service;
- Dealing with complaints;
- Service and performance management:
- Setting out the means of accessing the service;
- Identification of the service provider (as necessary);
- Traceability of the contacts made;
- Ensuring that the contact centre will respond to contact requests within a reasonable timeframe, both in real time (e.g. telephone) and in deferred time (e.g. by letter or e-mail);
- Managing the contact made;
- Ensuring that confidentiality requirements are met;
- Conclusion of the contact.
The mandated work shall include the consideration of whether the standard should include requirements for assessing customer satisfaction or requirements for training and/or qualification of call centre operatives. The members of CEN BT/TF 182 may also decide that additional elements should be included in the standard for customer contact centers.
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