Call centers; Telephone, fax, internet, e-mail, etc. are preferred by organizations that want to connect with customers. By supporting sales and marketing activities on issues such as calls, complaints and dissatisfaction with the service provided, through which they communicate through all kinds of tools, it takes the unnecessary operational burden off the employees and reduces operational expenses. Call centers can provide service at any time of the day and every day of the week and are an interaction center consisting of human resources, workflows, computer programs and a technical infrastructure. Usually order management, appointment services, front desk services, customer service, sales and marketing services, etc. It can provide many services on subjects such as.

ISO 15838 Standard; It is an international standard that covers the services provided by organizations to customers and provides a comprehensive method for issues such as calls, complaints, dissatisfaction (such as creating performance indicators, planning and control functions, workforce management, etc.).

EN ISO 15838 STANDARD;

· Includes services for the call center.

· Defines the technical conditions of the services provided by the call center.

· It can be applied to both internal and external customer contact centers.

· Provides a noticeable increase in communication quality.

· Customer satisfaction increases and competitive advantage is achieved.

· Erroneous and problematic situations that may affect the call center will be prevented.

· Customer expectations are better met.

· Unnecessary time is saved.

· Staff costs decrease.

Organizations that have established this system can also obtain ISO 15838 Customer Contact Center Management System Certificate. This document can be obtained by organizations that provide customer-oriented services. This document; It is a document received by institutions as proof that the service quality has been increased, the margin of error has been reduced and the other benefits it provides have been proven internationally.