M/378 - Customer Contact Center
Standardisation mandate to CEN in relation to customer contact centres
Mandate M/378 tasks CEN with developing standards for customer contact centres. The objective is to establish harmonised requirements and best practices to improve the quality, efficiency, and interoperability of customer contact centre services across the EU. This standardisation effort aims to support businesses in delivering consistent and effective customer interactions, ensuring enhanced customer satisfaction and operational performance. The mandate includes the approval or disapproval decision based on technical and strategic assessments by the European Commission and CEN. The resolution reference for this mandate is CEN/BT C008/2006.
Purpose
The mandate M/378 involves the development of European standards related to customer contact centres. The objective is to establish common technical and operational frameworks to enhance the efficiency, interoperability, and quality of services provided by customer contact centres across the European Union.
Standardisation request
CEN (European Committee for Standardization) is requested to prepare and adopt standards that address the specific needs and functions of customer contact centres. This includes standardising processes, technologies, and performance metrics relevant to customer service operations.
Expected deliverables
The expected deliverables would likely consist of harmonised European standards that provide guidelines and requirements for customer contact centres. These standards aim to support consistent service quality, improve customer satisfaction, and facilitate the integration of customer contact technologies.
Context
Customer contact centres are critical touchpoints for customer interaction in both public and private sectors. Standardisation in this area supports market integration and the development of high-quality service solutions within the EU. This mandate, approved under resolution CEN/BT C008/2006, reflects the EU’s intention to foster innovation and competitiveness by setting clear European benchmarks for customer contact centre operations.
This mandate covers the standardisation of customer contact centres, focusing on the processes, service quality, and operational aspects of such centres within the European Union. It aims to establish common standards to improve customer service and efficiency in customer contact interactions across various sectors.
General Information
This European Standard specifies the requirements for customer contact centres. It aims to provide customer 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.
- Standard31 pagesEnglish languagee-Library read for1 day
This European Standard specifies the requirements for customer contact centres. It aims to provide customer 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.
- Standard31 pagesEnglish languagee-Library read for1 day
Frequently Asked Questions
A European Standardization Mandate is a formal request from the European Commission to the European Standardization Organizations (CEN, CENELEC, and ETSI) to develop European standards (ENs) in support of EU legislation and policies. Mandates are issued under Regulation (EU) No 1025/2012 and help ensure that products and services meet the essential requirements set out in EU directives and regulations.
M/378 is a European Standardization Mandate titled "Standardisation mandate to CEN in relation to customer contact centres". Standardisation mandate to CEN in relation to customer contact centres There are 2 standards developed under this mandate.
Standards developed in response to a mandate and cited in the Official Journal of the European Union become "harmonized standards". Products manufactured in compliance with harmonized standards benefit from a presumption of conformity with the essential requirements of the corresponding EU directive or regulation, facilitating CE marking and market access across the European Economic Area.