Transcom was invited to participate in the presentation event of the standard UNE-EN 15838, organized by AENOR in Lima, Peru, in order to promote the cited standard of quality, specific for contact centers.
The standard UNE EN 15838 Customer Contact Center – Requirements for the provision of the service, is the adaptation of M/378 of the European Union mandate, which emerged with the aim to provide criteria regarding the quality of the service delivered to customers by contact centers. It is a voluntary standard, which specifies the requirements for contact centers to qualify for UNE EN 15838.
Both Alejandro Menjura, as Transcom’s Regional Director for Latin America and myself, as responsible for Performance and Quality of Transcom Iberia and Latam, were invited to participate and share our experience, focusing our presentation on the process of certification of our site in Lima.
To do this we discussed the trajectory of Transcom with the UNE-EN 15838: the first organization in Spain to be certified, the first organization to have two sites in Spain qualify for certification, and the first organization to develop a certification project in Latin America.
Moreover, we also explained how the standard has helped us strengthen the management foundations of our Lima center:
- The diversity of customers (offshore and local) makes the standardization relevant in the context of ensuring high quality even in moments of rapid growth of the center.
- Strengthens Transcom’s capability as a global provider: harmonized service platforms, yet regionally differentiated.
- Provides local, near shore and offshore services with high-quality standards.
- Introduction of the standard UNE-EN 15838 in Latin America. Transcom, in conjunction with AENOR and other organizations of the contact center sector, is a member of the standard-setting committees of ISO
Finally, the session ended with an introduction to the certification process, and the key challenges that the contact centers have to face to adapt their processes to the requirements of the standard.