TS EN 15838

TS EN 15838 addresses the conditions for delivering service in customer relations centers. Read together, the title and scope show that the standard is focused not only on the operation of a customer contact point, such as a call center, but on organizing service delivery in a way that aligns with customer expectations.

Service quality and customer-oriented operation

The standard specifies the conditions to be fulfilled by customer relations centers and applies to both internal and external centers. In general technical context, standards of this kind help bring accessibility, communication consistency, response behavior, process discipline, and customer experience into a shared framework. The core idea is that customer-facing operations should be managed through a defined service model rather than ad hoc practices.

A common framework for internal and outsourced centers

A notable aspect of the document is that it treats the service model independently of how the center is organized. Internal teams and outsourced service providers may work in different structures, yet they are still expected to deliver a similar level of customer experience. For that reason, the standard brings management practices, service consistency, and a best-practice approach to meeting customer expectations into one common framework.

• It covers the conditions to be fulfilled in customer relations centers.
• It aims at customer-oriented best practice.
• It applies to internal customer relations centers.
• It applies to external customer relations centers as well.

In broader terms, standards like this are used to define service processes and make them more comparable. TS EN 15838 serves as a technical reference that frames quality, organization, and service delivery in customer relations centers through a common terminology and structure.