The Ukrainian call center CONTACTIS has become the first company in CIS countries to be certified for compliance with the European Union’s call center management requirements, known as the EN15838 standard. The certificate was issued in December 2010 by Vienna-based Austrian Standards Plus.

Many Ukrainian call centers are already engaged with international companies, servicing clients from North America, Europe and Russia. CONCTACTIS has become a pioneer in getting Ukrainian call centers certified in accordance with EU standards, which will help widen Ukraine’s opportunities on world markets.

The EN15838 standard is a set of requirements for call center management developed by the European Committee for Standardization in 2009. This standard helps guarantee high quality services for in-house and outsourcing call centers.

 The audit of Kiev-based CONTACTIS was conducted by the representatives of Austrian Standards Plus and its partner company, Russia’s International Contact Center Certification Institute (ICCCI), officially authorized to conduct EN15838 contact center audits in CIS countries.

Peter Jonas, certification director at Austria Standards Plus was pleased with the audit results: “CONTACTIS demonstrated that its work complies with the requirements of the EN15838 standard. They did a wonderful job in building the call center management system.”

Oleg Zeldin, strategic development director at ICCCI and vice president of Russia’s National Contact Centers Association said the company was well prepared for the audit. «After studying the company’s documents and reports, conducting interviews and observing the employees’ work, we came to the conclusion that CONTACTIS’ management system corresponds to the requirements of the EN15838 Standard. The contact center has a good team and we are satisfied with the audit results».

CONTACTIS director Dennis Lyubyvy said the certificate meant great opportunities for his company. “This was really a very positive experience for us. We hope that having this certificate will help us attract big international clients.”

 The certificate remains in force until December 2017 provided that surveillance audits are conducted every 2 years.

CONTACTIS is an outsourcing call center that has been operating in Ukraine and Russia since 2003.  The company provides a whole range of call center outsourcing services: dedicated call center groups, customer service hotlines, telemarketing projects and telephone interviews.  Company clients include WizzAir, Oriflame, Faberlic, IDS Group, STB TV and many others. 

The European Confederation of Contact Center Organizations, which unites 18 local contact center associations, is involved in promoting the standard in Europe. In the former Soviet countries, it is being promoted by Russia’s National Association for Contact Centers and the Ukrainian Contact Center Association.

Austria Standard Plus Certification is the certification body of Austrian Standards plus Inc. a 100% subsidiary of the Austrian Standards Institute.