What is EN ISO 19971:2019?

EN ISO 19971:2019 is a technical standard that provides guidelines for the evaluation and assessment of the quality of service in customer contact centers. This standard outlines the requirements and best practices to ensure that customer interactions are efficient, effective, and meet the needs of both the customer and the organization.

Why is EN ISO 19971:2019 important?

In today's fast-paced business environment, customer service plays a crucial role in establishing and maintaining a competitive advantage. By implementing EN ISO 19971:2019, organizations can improve their customer service processes, enhance customer satisfaction levels, and ultimately boost overall business performance.

This standard is particularly essential for contact centers that handle large volumes of customer inquiries and provide support services across different channels, such as phone calls, emails, live chats, and social media platforms. It sets clear guidelines for staff training, resource allocation, and performance measurement, ensuring consistent service delivery and a positive customer experience.

Key components of EN ISO 19971:2019

EN ISO 19971:2019 covers various aspects related to customer service quality and provides a systematic framework for its evaluation. Some key components of this standard include:

Customer interaction management: This section focuses on the effective handling of customer inquiries, complaints, and feedback. It outlines processes for call routing, escalation procedures, and response time management.

Staff competence and training: To deliver high-quality customer service, contact center staff must possess the necessary skills and knowledge. EN ISO 19971:2019 emphasizes the importance of continuous training programs, performance evaluations, and skills development to ensure staff competency and professionalism.

Performance measurement and monitoring: Monitoring and evaluating the performance of customer contact centers is vital for maintaining service quality. The standard provides guidelines on metrics, such as average handling time, first-call resolution rate, and customer satisfaction scores, allowing organizations to track their performance and identify areas for improvement.

Information management and data protection: With increasing concerns about data security and privacy, EN ISO 19971:2019 also addresses the need for robust information management practices. It covers topics such as data storage, access controls, and compliance with relevant data protection regulations.

In conclusion

EN ISO 19971:2019 serves as an invaluable tool for organizations seeking to enhance their customer service quality. By adhering to the guidelines outlined in this standard, companies can optimize their customer contact center operations, foster customer loyalty, and drive business growth in today's competitive market.