SGS certified the first call centre in the CIS against EN 15838
Contact Center of BELROSBANK bank became the first contact center in the CIS to be certified by SGS against the international standard EN 15838:2009.
The EN 15838 standard specifies the requirements for customer contact centers, including management strategy and organization, staff members, infrastructure, processes, customer satisfaction and social responsibility. The EN 15838 standard was approved by CEN (European Committee for Standardization) in October 2009 and has been adopted by both European countries and beyond. In the standard one can find the obligatory indicators of effectiveness, efficiency, and work quality (KPIs) for both the contact center and the personnel. This standard applies to both in-house customer contact centers and the outsourcing ones.
«Preparing for the certification audit took more than 1 year, - said Head of the Contact Centre of BELROSBANK bank Anna Kudinovich. – We performed a number of activities, including review of all processes starting from recruitment and ending by reporting and performance assessment, The fact that the contact centre has been certified proves our highest requirements towards service quality and client and employee oriented processes as well as the us of advanced technologies. I thank all my colleagues whose efforts made it real!».
SGS auditors emphasized the team spirit of BELROSBANK contact centre, thorough preparatory work and result-orientation of the whole team.
As of January 16, 2013 78 contact centers in 17 countries are certified against EN 15838:2009. Belarus became the 17th country with EN15838-certified contact center.
SGS is the world’s leading inspection, verification, testing and certification company. SGS is recognised as the global benchmark for quality and integrity. With more than 75,000 employees, SGS operates a network of over 1,500 offices and laboratories around the world.