EN 15838:2009

Quality management system for customer contact centers
(The certification by SQS is not offered any longer. Existing certificates stay valid until the end of their validity. The standard was replaced by the ISO 18295.)


Customer contact centres play a key role in communications between the commissioning organisation and its customers. In order to provide an effective service, customer contact centres must be able to respond to the differing requirements and interests of both customer groups (contracting body and end customer) and to deal with matters consistently in the best possible way. This includes, on the one hand, the ongoing improvement of quality and productivity and, on the other hand, a commitment to good professional ethics and social responsibility towards the workers, the end customer (consumer protection) and the contracting bodies.


EN 15838 forms a basis for the continuous improvement of the supervision system, of the process management and of the public perception of the customer contact centre.

Target groups

Customer contact centres


3 years - there is an annual audit to ensure that standards are being maintained and a recertification audit after three years.


The SQS EN 15838 certificate is recognised in Europe.


EN 15838 is compatible with the DirektMarketing TM quality seal, ISO 9001 (quality management), GoodPriv@cy (data protection) and other management system standards.

Berenike Schmidt