Services / ISO 15838 contact center assessment
ISO 15838 contact center assessment, from $800
An independent assessment of your customer contact centre, in house or outsourced, covering service to customers, staff and client requirements, with a clear written report.
From $800Assessment by EUROTECH
- Accredited by IAB and INTAQS
- Issuing certificates since 2004
- Online or on-site audits worldwide
- Verify any EUROTECH certificate
What the contact centre assessment covers
ISO 15838 set requirements for customer contact centres: the teams that handle customer calls, emails, chats and messages, whether they belong to the company or to an outsourcing provider. It has since been replaced by ISO 18295-1, which sets requirements for the contact centre itself, and ISO 18295-2, which sets requirements for the clients that use outsourced centres.
Many tenders and clients still mention ISO 15838 by name. Our assessment covers the topics both documents share: how the centre understands and meets customer needs, how it agrees and meets service levels with its clients, how staff are recruited, trained, supported and treated, how quality is monitored, how complaints are handled and how customer data is protected.
The result is an independent report and statement that tell clients and management how the centre performs against recognised requirements, and what to improve.
- Review of service level agreements, targets and reporting
- Assessment of call, email and chat handling quality through sampled contacts
- Review of recruitment, training, coaching and working conditions of agents
- Check of complaint handling and customer data protection
- Written assessment report with findings and recommendations
Customer contact centres are often the main place where customers form their view of a company. A well-run centre turns problems into loyalty; a poorly run one turns small issues into complaints. That is why clients increasingly ask their outsourcing providers for independent evidence of how the centre is managed.
Old reference or current standard: your options
If a client or tender asks for ISO 15838 specifically, we can assess against it and state that in the report. If you are choosing a reference for the first time, we recommend ISO 18295-1, because it reflects current channels such as chat and social media and is the document most new tenders will ask for.
Outsourcing providers and their clients each have a role. ISO 18295-1 covers the centre; ISO 18295-2 covers how the client defines requirements, provides information and monitors the provider. A client that wants assurance across the whole relationship can ask us to assess both sides.
Contact centres that hold ISO 9001 or ISO 27001 can bring evidence from those systems, especially on document control, internal audit and information security, which shortens the assessment.
Some clients ask for evidence of specific practices, such as quality scoring of a fixed percentage of contacts, or calibration sessions between quality analysts. Tell us about these client requirements when you ask for a quote, so we can include them in the assessment scope.
What decides the price
A contact centre assessment with EUROTECH starts at $800. Time depends on the size of the centre and the number of services.
- Number of agents and team leaders
- Number of client programmes or services handled
- Channels: voice, email, chat, social media, video
- Sites, including home-based agents
- Languages in which contacts are handled
We confirm days and every fee in a written quote. Recent service level reports, quality monitoring results and agent training plans are the most useful documents to share beforehand.
Centres that handle several clients with very different requirements usually need more time, because each programme has its own targets, scripts and reporting, and a sample of each is reviewed.
How ISO 15838 contact center assessment works with us
Step 1
Scope and interviews
We agree programmes, channels and sites, and quote the assessment in writing.
Step 2
Evidence review
We review client agreements, service level reports, quality monitoring and training plans.
Step 3
Process walk-through
We sample real contacts and interview agents, team leaders and managers.
Step 4
Findings and report
You receive a written report with graded findings and recommendations.
Rules for contact centres by market
We carry out contact centre assessments in the USA, Europe, Asia and Africa. Rules that affect contact centres differ widely: call recording and consent, telemarketing restrictions, data protection, consumer protection and employment law, including rules on working hours and breaks. The assessment checks that the centre knows which rules apply to each programme and follows them.
Nearshore and offshore centres serving customers in other countries must often meet the rules of the customer's country as well as their own, especially for data protection and call recording. We look at how these obligations are captured in client agreements and agent training.
Language and cultural fit also matter for customer experience, and we review how agents are prepared for the markets they serve.
Accessibility is part of good service too. We check how customers with hearing, speech or other needs can reach the centre, for example through text-based channels, and how agents are trained to support them.
Payment card data handled by phone or chat brings its own security rules, and we check how card details are kept out of recordings and notes.
What to expect during the assessment
We start with the client agreements and service level reports, then review how performance is measured and reported. A sample of recorded contacts, transcripts or chat logs is reviewed for quality: greeting, identification, accuracy of information, resolution, tone and closure.
Agent experience is assessed through records and interviews: recruitment criteria, initial and ongoing training, coaching, workload, breaks and the tools agents use. Contact centres with high staff turnover often have quality problems that start here.
Workforce management is reviewed as well: how demand is forecast, how schedules are built to meet service levels without excessive overtime, and how real-time adjustments are made when volumes spike.
Knowledge management often decides first-contact resolution. We look at how agents find answers, how the knowledge base is kept current and how agents report gaps they discover during contacts.
The assessment can be carried out on site, online or as a mix, especially for centres with home-based agents. We close with a meeting and a written report with graded findings and recommendations.
After the assessment
Use the findings to agree improvements with your clients or internal stakeholders, such as better first-contact resolution, clearer knowledge bases or changes to training. Track a few indicators monthly and review them in client meetings.
Repeating the assessment after twelve months shows clients that improvements were made and sustained. If you move to ISO 18295-1 as your reference, the assessment findings carry over directly.
Share results with agents. When agents see how their feedback on scripts, tools or processes led to changes, engagement rises and quality usually follows.
Keep client agreements, targets and quality criteria aligned, and review them together at least once a year.
Please note: ISO 15838 has been replaced by the ISO 18295 series. We assess against the requirements your customer asks for and issue an assessment report and statement, not a management system certificate. If you are starting fresh, we recommend the current ISO 18295-1.
Questions buyers ask
Is ISO 15838 still current?
No. It has been replaced by ISO 18295-1 for contact centres and ISO 18295-2 for their clients. We can assess against either.
How much does a contact centre assessment cost?
With EUROTECH it starts at $800. Agents, client programmes, channels, sites and languages set the final price.
Do you issue a certificate?
We issue an assessment report and statement describing what was assessed and the result, not a management system certificate.
Can outsourced contact centres be assessed?
Yes. Outsourcing providers are the most common users, often at the request of their clients.
Are home-based agents included?
Yes. We assess how remote agents are trained, supported, monitored and how customer data is protected.
Can the assessment be done online?
Partly or fully, depending on the centre. Recorded contacts and systems can be reviewed remotely.
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Get a quote for ISO 15838 contact center assessment
Tell us your company, sites and the standard you need. We reply with a written quote and the audit plan.
Prefer to talk? Call +1 307 205 1833
Monday to Friday, 09:00 to 18:00 (US Mountain Time)