EN 15838 Auditors & Experts Worldwide

Consultant Profile of the Austrian Chamber of Commerce & Industry

Walter Services in Vienna / Austria awarded EN 15838 the European Standard for Customer Contact Centres

walter services Austria

walter services Austria has been a subsidiary of walter services Holding GmbH since 2002, and has been involved in direct marketing since 1985. The founding of its first 24-hour customer centre in Austria was the first step on the path to becoming the largest full services provider in Austria, which took place in 1995. The company employs some 750 staff in Vienna and (since 2009) in Hollabrunn, and stands for professional, tailor-made business process outsourcing along the customer value chain – whether this means taking over certain functions, working on a joint venture or being fully integrated into the company.

The Lead Auditor Team of the Austrian Standards Institute Mrs. Brigitte Herbst (middle) and Mr. Mohamed-Ali Ibrahim (right) together with Mr. Herbert Schandl, the Managing Director of Walter Services during the certification audit. First day of the certification audit covers the location in Vienna while the second day was in Hainburg.

Customer Contact Centres - Our Certification System of the Austrian Standards Institute according to the European Norm EN 15838

We are certifying Call Center Services of companies and institutions as well as training programmes for Call Center Agents

Sample of a certificate for  Call Center Agent

Who can be certified?

Providers of call center services. It is irrelevant whether it is a businesses' internal call center or an external call center. The provider must allocate its service to one of the following three categories:

• Inbound
• Outbound
• Inbound/Outbound

How to certify your Call Center services

1. Application for certification by the service provider.
2. The applicant must present written documentation of the fulfilment of the requirements of EN 15838. This documentation must contain information about internal procedures,  equipment as well as employees.
3. The certification body appoints 2 auditors.
4. The auditors inspect the work done at the call-center. Central points of these audits are besides the testing of the technology and documents interviews with a number of call-center-agents. 
5. After  successfully completing the steps 1-3, the applicant obtains a certificate with the authorization to carry the mark of conformity called ON Certified Service. The certificate is  valid for three years, as long as the requirements for the maintenance of the certificate are fulfilled.
6. Re-audit in a one-year cycle, to verify the effective and universal quality of the service.

Which Call Center services are already certified?

You will find an overview of all certified call center services here:

For more information please visit also the website of the  
Austrian Standards Institution