ECCCO CC:Certification
ECCCO Contact Centre:Certification
Creating customer value and success
A cooperation between ECCCO 
and Austrian Standards plus Certification 
The Contact Centre is the face of your company to the customer; here the decisive interaction between your company and the customer takes place. In order to establish a benchmark for the service quality in this sector, the European Standard EN 15838 has been created.
Contact Centre:CertificationTM
ECCCO, the voice of the contact centre operators has joined forces with Austrian Standards plus Certification (AS+C) to establish a certification system for the EN 15838. This common certification system will be offered to the global market under the brand Contact Centre:CertificationTM.
Why was established
- To ensure harmonised procedures for the certification
of Contact Centres according to EN 15838.
- To create a strong industry specific quality brand name
for certified Contact Centres.
Creating customer value and success
EN 15838 certification of your Contact Centre creates value for your customer by
- ensuring high service quality at the interface to your customer,
- putting customer care into focus.
EN 15838 certification promotes your Contact Centre business by
- enhancing efficiency of your processes,
- helping your business to distinct yourself from competitors.
The path to your EN 15838 certificate
The Contact Centre:CertificationTM EN 15838 certification scheme specifies the procedure to certify a Contact Centre:
- The Contact Centre elaborates a written documentation. An auditor will check this documentation with regards to the requirements of EN 15838.
- The auditor conducts an audit at the premises of the Contact Centre. The audit comprises checks of the processes as well as interviews of agents.
- After successful completion of steps 1 and 2, the Contact Centre will be awarded a certificate
“Contact Centre:Certified EN 15838“
- In order to maintain the EN 15838 certificate, surveillance audits will have to be conducted on a 2 years cycle.
Contact:
Please use “ECCCO contact form” or contact
Dr. Peter Jonas
Director Certification
Tel.: +43 1 213 00-413
E-Mail. peter.jonas<at>as-plus.at
Austrian Standards plus GmbH
Heinestrasse 38
A-1020 Vienna
