EN 15017:2005 Training
EN 15017:2005 Training
(Quality management of financial services) Customer contact centers (CCCs) have an important role in the interaction between organizations and their customers. They vary in their levels of service quality and consumer protection, and work to many different standards and levels of efficiency. BS EN 15838 is the standard that sets out service requirements for contact centers irrespective of the service sector with a focus on the operational aspects of running a contact center. The standard applies to both in-house customer contact centers as well as outsourced centers. 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 center. The Training by URS Includes: Operations management function Planning and control function Client organization management function Contact Center agents Tasks and functions with regard to agents Requirements for agents Communication and customer service Technical skills Specific skills and knowledge Recruitment process Training of agents Ongoing training and coaching Performance Agents’ satisfaction Agents’ privacy Infrastructure Communication channel Contact management (hardware and software tools)