Customer relationship centers (CCM) have an important role in the relationship between the customer relations unit receiving MIM service and their customers. MIMs do not always meet customers’ expectations (eg long waiting times, inability to respond to inquiries in a timely and efficient manner, non-personalized treatment). They differ from each other in terms of service quality and levels of consumer protection and operate to different standards and levels of effectiveness.
This European standard has been developed in line with mandate 378 of the European Commission. The mandate states the purpose of the Standard as to ensure the quality of service conditions of counseling centers, applicable to all centers regardless of service sector, and by approaching the service provider or service provider from a technical point of view. The standards apply to internal customer relations centers as well as external centres.
The standard is designed for the benefit of both such counseling centers and the customers who use their services. The standard is on a voluntary basis and aims to offer the following advantages to those who will adopt the standard:
Developments in customer relationship quality that provide a competitive advantage to the customer relations unit and eliminate the risk of customer complaints regarding poor service or service failure,
Better processes and customer relations center understanding that ensures cost-effectiveness while providing higher quality and effective results,
Improvements in employee continuity, along with an understanding of the value and contribution of employees to customer service and results related to those services; and
Customer happiness.
This European standard aims to promote the development of effective, high-quality, cost-effective services that meet customers’ expectations. It takes into account a certain number of areas with a balanced approach.
The European standard is visualized in the frame in Figure 1. Each customer relationship center is grouped into seven categories: four promoters and three results areas within the customer relationship unit.
Our company is honored to assist in the execution of the necessary guidance and guidance works in the ISO 15838 Call Centers (Customer Relations Centers) Quality Management System. After the proposal sent by our company is approved, gap analysis and field work related to your company’s processes are carried out.
Legislative and regulatory screening is performed to review legal compliance. Customer requests are evaluated. The scope of the organization is determined. In line with this scope, process risk analysis is carried out. The current status of your organization is analyzed. It is presented to the company management as a report. A structure suitable for your organization is planned and established. The conformity of the established structure is checked at certain intervals. The process is reviewed in the risk analysis. The situation is reported to the top management. Necessary corrections are made. After making sure that the system of the organization is installed, the audit process is expected from the Certification firm chosen by your organization.
