EN 15838-2009 en Customer Contact Centres - Requirements for service provision《客户联系中心 服务提供要求》.pdf

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1、BS EN 15838:2009ICS 03.080.30NO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAWBRITISH STANDARDCustomer ContactCentres Requirements forservice provisionThis British Standardwas published under theauthority of the StandardsPolicy and StrategyCommittee on 30 June2010 BSI 2010ISBN 9

2、78 0 580 71319 4Amendments/corrigenda issued since publicationDate CommentsBS EN 15838:2009National forewordThis British Standard is the UK implementation of EN 15838:2009.Although it is not a customer service standard, this standard is intendedto assist with the operational aspects of a customer co

3、ntact centre andcould be used in conjunction with BS 8477:2007, Code of Practice forCustomer Service.The UK participation in its preparation was entrusted to TechnicalCommittee SVS/0/1, Customer contact services.A list of organizations represented on this committee can be obtained onrequest to its s

4、ecretary.This publication does not purport to include all the necessary provisionsof a contract. Users are responsible for its correct application.Compliance with a British Standard cannot confer immunityfrom legal obligations.BS EN 15838:2009EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN 1583

5、8 November 2009 ICS 03.080.30 English Version Customer Contact Centres - Requirements for service provision Centres de contact clients - Exigences relatives la dlivrance du service Kundenkontaktzentren - Anforderungen fr die Leistungserbringung This European Standard was approved by CEN on 5 October

6、 2009. CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national standards may be obtain

7、ed on application to the CEN Management Centre or to any CEN member. This European Standard exists in three official versions (English, French, German). A version in any other language made by translation under the responsibility of a CEN member into its own language and notified to the CEN Manageme

8、nt Centre has the same status as the official versions. CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway

9、, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG Management Centre: Avenue Marnix 17, B-1000 Brussels 2009 CEN All rights of exploitation in any form an

10、d by any means reserved worldwide for CEN national Members. Ref. No. EN 15838:2009: EBS EN 15838:2009EN 15838:2009 (E) 2 Contents Page Foreword 4Introduction .51 Scope 72 Normative references 73 Terms and definitions .74 Management Strategy and Policy 84.1 General 84.2 Job descriptions 94.3 Operatio

11、nal roles and responsibilities 94.3.1 General 94.3.2 Human resources 104.3.3 Information and communication technology (ICT) . 104.3.4 Quality assurance . 104.3.5 Training 104.3.6 Operations management function 104.3.7 Planning and control function . 114.3.8 Client organization management function .

12、115 Contact Centre agents . 115.1 Tasks and functions with regard to agents . 115.2 Requirements for agents . 115.2.1 General . 115.2.2 Communication and customer service 125.2.3 Technical skills . 125.2.4 Specific skills and knowledge . 125.3 Recruitment process 125.4 Training of agents . 135.4.1 G

13、eneral . 135.4.2 Ongoing training and coaching . 135.5 Performance 135.6 Agents satisfaction 145.7 Agents privacy . 146 Infrastructure . 146.1 Communication channel 146.2 Contact management (hardware and software tools) . 146.2.1 Confidentiality and data protection 146.3 Working environment . 146.4

14、Back-up systems 157 Processes 157.1 Introduction . 157.2 Agreement with the client organization . 157.3 Service statistics. 157.4 Handling deviations 167.5 Monitoring process quality 167.6 Workforce management . 177.7 Access channels . 177.8 Complaints processing - CCC service . 177.9 Privacy . 187.

15、10 Business continuity plan . 18BS EN 15838:2009EN 15838:2009 (E) 3 8 Customer satisfaction . 188.1 Introduction 188.2 Customer satisfaction survey 198.2.1 General . 198.2.2 Results 198.3 Complaints analysis 198.4 Customer protection . 209 Social responsibility 20Annex A (normative) Mandatory KPIs 2

16、1A.1 KPIs for agents 21A.2 KPIs for customers 22A.3 KPIs for processes 23A.4 KPIs for contact quality 24A.5 KPIs for infrastructure 24Annex B (informative) Recommended KPIs . 25B.1 KPIs for client organization 25B.2 KPIs for processes 25B.3 KPIs for efficiency . 26B.4 KPIs for customer and/or client

17、 organization complaints 26Annex C (informative) Best practice guidelines for client organizations . 27Annex D (informative) Recommended skills for management and strategy in a Customer Contact Centre . 29D.1 General . 29D.2 Operations management function . 29D.3 Client organization management funct

18、ion 29Bibliography 31BS EN 15838:2009EN 15838:2009 (E) 4 Foreword This document (EN 15838:2009) has been prepared by Technical Committee CEN/TC 375 “Project Committee - Customer Contact Services”, the secretariat of which is held by NEN. This European Standard shall be given the status of a national

19、 standard, either by publication of an identical text or by endorsement, at the latest by May 2010, and conflicting national standards shall be withdrawn at the latest by May 2010. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. C

20、EN and/or CENELEC shall not be held responsible for identifying any or all such patent rights. According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Cyprus, Czech R

21、epublic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. BS EN 15838:2009EN 15838:2009 (E) 5 Introduction

22、 Customer contact centres (CCC) have an important role in the interaction between the organization purchasing the CCC service and their customers. CCCs do not always live up to the customers expectations (e.g. long queuing times, failure to answer queries promptly and efficiently, and impersonal tre

23、atment). They vary in their levels of service quality and consumer protection, and work to many different standards and levels of efficiency. This European standard has been developed in response to European Commission mandate M/378. The Mandate states that the goal of the standard is to provide qua

24、lity of service requirements for contact centres, common to all centres, and irrespective of the service sector, technical approach to the provision of the service, or the service provider. The standard applies to both in-house customer contact centres as well as outsourced centres. The standard has

25、 been devised to benefit both of these types of contact centre and the customers who make use of their services. Whilst the standard is voluntary, it aims to bring the following advantages to those that adopt it: a) improvements in customer contact quality, which can give a competitive edge to the o

26、rganization and avoids the risk of customer criticism about poor service or service failure; b) cost efficiencies through better processes and a better understanding of the customer contact service, whilst maintaining quality outcomes and effectiveness; c) improvements in staff retention through und

27、erstanding and valuing the staff contribution to customer service and outcomes; and d) customer satisfaction. This European Standard aims to encourage the development of services, which are effective, high quality and cost-efficient and which meet customers expectations. It addresses a number of are

28、as, using a balanced approach. The European Standard is visualized in the framework in Figure 1. Each Customer Contact Centre is organized in seven categories: four enablers inside the organization and three result areas. Figure 1 Customer Contact Centre framework BS EN 15838:2009EN 15838:2009 (E) 6

29、 Implementing the standard should improve both customer service and business success. It is designed to achieve customer, staff and stakeholder satisfaction. It should create a culture of continuous improvement and foster increased understanding of the value of the customer contact centre. Figure 2

30、gives an overview of what can be provided through customer contact centres. Figure 2 Overview of what can be provided through customer contact centres BS EN 15838:2009EN 15838:2009 (E) 7 1 Scope This European Standard specifies the requirements for customer contact centres. It aims to provide custom

31、er focused best practice designed to meet customer expectations. This standard applies both to customer contact centres that are in-house and those that have been outsourced. This European Standard focuses on the performance quality at the point of contact between the customer and the CCC. 2 Normati

32、ve references The following referenced documents are indispensable for the application of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. Not applicable. 3 Terms and definit

33、ions For the purposes of this document, the following terms and definitions apply. 3.1 CC agent agent person working for a customer contact centre (CCC), whose primary role is the handling of customer contacts NOTE 1 Examples of customer contacts are calls, e-mails, fax, and web inquiries. NOTE 2 Th

34、e role of an agent can vary from contact handling to complex problem solving activities. 3.2 client organization organization for which the CCC works NOTE A client organization can be part of the internal organization (e.g. CEO or Marketing department), as well as an external organization. 3.3 compl

35、aint expression of dissatisfaction made to an organization, related to its products, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected ISO 10002:2004, 3.2 3.4 consumer individual member of the general public purchasing or using goods, prop

36、erty or services for private purposes ISO 14025:2006 BS EN 15838:2009EN 15838:2009 (E) 8 3.5 contact any interaction or communication between a customer and a CCC NOTE A contact can attract a deferred reply (e.g. postal mail, electronic mail, SMS, fax, etc.) or an immediate and/or interactive reply

37、(e.g. phone call (inbound and outbound), chat, etc.). 3.6 customer person who receives the operational service from the customer contact centre NOTE 1 The customer could be a consumer as well as a business-to-business end user. NOTE 2 A customer could be internal or external to the CCC. 3.7 customer

38、 contact centre CCC organization which provides customer contact services, on behalf of a client organization, to their customers through various multi-media channels NOTE A CCC could be an in-house customer contact centre as well as an outsourced centre. 3.8 customer satisfaction the customers perc

39、eption of the degree to which their requirements have been met as a result of contact with the CCC ISO 9000:2005 NOTE 1 Customer complaints are a common indicator of low customer satisfaction but their absence does not necessarily imply high customer satisfaction. NOTE 2 Even when customer requireme

40、nts have been agreed with the customer and have been met, this does not necessarily ensure high customer satisfaction. 3.9 Key Performance Indicators KPI metrics that quantify objectives which reflect the performance of an organization 3.10 monitoring all means to validate the performance of the CCC

41、 for the purpose of quality assurance 3.11 qualified contact beginning of the communication between the agent and the customer NOTE This applies to outbound contacts only. 4 Management Strategy and Policy 4.1 General This clause describes the requirements for a customer contact centre (CCC) to execu

42、te the management strategy and policy of the client organization. BS EN 15838:2009EN 15838:2009 (E) 9 The management strategy shall describe the way to achieve the client organizations vision, with clearly defined goals. There shall be a strategic planning phase to the management strategy. This plan

43、ning shall outline the intended goals which in turn will form the basis for subsequent business planning. The contributions of all organizational units of the CCC and the client organization shall be defined in order to ensure the fulfilment of the targets. The contents of the strategy shall be made

44、 known and clearly explained to all persons concerned. Knowledge of the corporate strategy should be suitably defined for agents and revised at regular intervals. The management system shall be verified by a clear system in which structures, processes and procedures are systematically explained. The

45、 management system shall be suitably verified e.g. with regard to: a) the explanation of structures and responsibilities; b) demonstrating interactions within the system; c) establishing monitoring systems; d) the implementation of the continuous improvement process, to which all structuring of qual

46、ity assurance activities are subordinated; e) the explanation of the interplay between the vision and mission, strategic targets and operative targets. 4.2 Job descriptions For each job or position in the CCC, a written job description shall be provided. This shall include at least: a) the objective

47、 of the position; b) the definition of tasks; c) the qualification and requirements (e.g. education, experience, and personal qualities); d) competences (e.g. communicative skills, people skills); e) reporting structures; f) deputizing arrangements or functional replacements; g) decision making auth

48、orization. 4.3 Operational roles and responsibilities 4.3.1 General On an operational level the CCC shall set up, and describe in specific documents, a clearly defined organizational and operational structure in which the various roles and responsibilities, as well as the functions to whom they are

49、assigned, are clearly identifiable. At least the following competences shall be available to the CCC: a) human resources (e.g. recruitment, development, employee satisfaction); b) information and communication technology; c) quality assurance; BS EN 15838:2009EN 15838:2009 (E) 10 d) training (e.g. tools, communication skills, service offered, coaching, training on the job, update, refresh); e) operations management /