On the 21st of September, the N-Allo Group (N-Allo, Brucall and N-ALLO France) has obtained the ‘EN 15838’ certificate, a new European norm on quality standards for customer contact centres. N-ALLO thereby joins the privileged list of the 53 customer contact centres worldwide certified with the norm and is the first Belgian contact centre to achieve this milestone.
The certification impact focuses on the following contact centre processes and profiles:
Service Delivery:
• Contact Center agents;
• Operations management and supervisors;
Client Management:
• Key accounts;
Workforce Management:
• Forecaster, scheduler, and traffic controller;
Human Resource, including Health and Safety and training:
• Human Resource management;
• Health and Safety officer and prevention advisor;
• Trainers;
Contact Handling Management:
• ICT management;
• Business process owners;
• Business analysts;
• Service Desks;
• Security Officer;
Quality Insurance:
• Quality monitoring coordinators;
• Quality control;
