Whilst the standard is voluntary, it aims to bring the following advantages to those that adopt it:
- Improvements in customer contact quality, which can give a competitive edge to the organization and avoids the risk of customer criticism about poor service or service failure
- Cost efficiencies through better processes and a better understanding of the customer contact service, whilst maintaining quality outcomes and effectiveness
- Improvements in staff retention through understanding and valuing the staff contribution to customer service and outcomes
- Customer satisfaction.
EN 15838 aims to encourage the development of services, which are effective, high quality and cost-efficient and which meet customers’ expectations. It addresses a number of areas, using a balanced approach.