What is BS EN 15838-2014?

BS EN 15838-2014, also known as the British Standard for customer contact centers, is a set of guidelines and best practices that aim to ensure high-quality services in contact centers. It provides a framework for organizations to evaluate and improve their customer service operations, with a focus on meeting customer expectations and delivering exceptional experiences.

The Importance of BS EN 15838-2014

The implementation of BS EN 15838-2014 is crucial for contact centers as it sets standards for various aspects of their operations. By adhering to these standards, organizations can enhance customer satisfaction, increase operational efficiency, and improve overall performance. Moreover, compliance with BS EN 15838-2014 demonstrates an organization's commitment to providing excellent customer service and building long-term relationships with its customers.

Key Elements of BS EN 15838-2014

BS EN 15838-2014 covers a wide range of areas within the contact center environment. Some of the key elements include:

Customer Engagement: The standard emphasizes the importance of engaging customers through effective communication channels and personalized interactions. It encourages contact centers to use technology and training to create positive customer experiences.

Performance Measurement: BS EN 15838-2014 introduces metrics and benchmarks to measure and evaluate contact center performance. It enables organizations to track key performance indicators (KPIs) such as response time, first call resolution rate, and customer satisfaction.

Employee Training and Development: The standard recognizes the significance of skilled and knowledgeable employees in delivering exceptional customer service. It highlights the need for ongoing training and development programs to equip staff with the necessary skills to handle diverse customer queries and situations.

Data Security and Protection: BS EN 15838-2014 addresses data security and protection measures to safeguard customer information. It outlines protocols for handling and storing sensitive data, ensuring compliance with relevant privacy regulations.

Benefits of Implementing BS EN 15838-2014

Organizations that adopt BS EN 15838-2014 can enjoy several benefits:

Enhanced Customer Satisfaction: By following the guidelines, contact centers can consistently provide excellent service, resulting in higher customer satisfaction and loyalty.

Improved Operational Efficiency: Implementing standardized processes and performance metrics allows organizations to identify areas for improvement and optimize their operations accordingly.

Increased Employee Engagement: BS EN 15838-2014 emphasizes employee training and development, leading to a more skilled and engaged workforce.

Stronger Data Security: Compliance with data protection measures ensures that customer information is kept secure, fostering trust and confidence.