News : DBF Complies with European Contact Centre Standard EN15838
Outsourced contact centre provider DBF has met the stringent requirements of EN15838, the European standard that describes the requirements for service provision in customer contact centres. DBF, whose operations already comply with the ISO 9001 standard common in many contact centre operations, sought compliance with the European standard because, unlike ISO, which is applicable to any service business, it has been designed especially for the contact centre industry.
"The EN15838 standard challenged us to address every aspect of our service delivery," says Peter Gale, DBF's UK Managing Director. "Meeting its requirements is part of our commitment to deliver to our clients and their customers a service experience that is not only exceptional but consistent, efficient and demonstrably effective."
EN15838 is a European standard for contact centres approved by the European Committee for standardisation (CEN) and implemented across Europe. Developed in response to a European Commission mandate, it aims to encourage the development of high quality contact centre services that meet customer expectations as well as being operationally effective and cost efficient."
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CCA International is an international core contact solution provider in the outsourcing market. CCA International’s service offering spans the customer contact via a multi-channel platform. Launched in the UK in 1992 and acquired by CCA International in 2000, it operates 17 contact centres across 7 countries and is listed on the Euronext, Paris where it has its headquarters. It employs 4,500 staff globally with 600 in the UK.
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Published: Tuesday, April 21, 2015