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SGS Philippines Inc. is the first certification body in the Philippines to offer the EN 15838:2009 Quality Requirements for Customer Contact Centers (CCCs) standard to companies with CCCs.  This is following the trend for the Business Process Outsourcing (BPO) industry where Metro Manila’s ranking has reaffirmed the Philippines’ status as the preferred destination for outsourcing services.

EN 15838:2009 is an International Standard on Quality Requirements for CCCs that helps ensure the service quality offered to clients by CCCs.

Developed in response to a European Commission mandate, the EN 15838 standard aims to encourage the development of CCC services, making them more effective, improving the already high quality of service and maintain and improve cost-efficiency, meeting their respective customers’ expectations. Using a balanced approach, the standard addresses a number of areas such as call queues, staff retention and improved position against other internal departments.

The standard specifies the requirements for CCCs and provides customer-focused best practices designed to meet customer expectations. There is also focus on performance quality at the point of contact between the customer and the CCC. An audit against the EN 15838 standard delivers a better performing business, customer satisfaction and differentiates your operation from your competitors.

The photo shows the executives of SGS Philippines, Inc. (SGS PH) with some of the event’s key guests (from left to right): Victor Delfour, Management Systems Auditor, SGS Philippines; Roger Villanueva, Business Division Manager of SGS PH Systems and Services Certification (SSC) Division; Penny Bongato, Executive Director for Talent Development, Business Processing Association of the Philippines; Rosario Cajucom-Bradbury, Managing Director, SGS PH; Michelle Garcia, HR Director, SGS PH, and SGS Regional Manager for Learning and Development for East-Asia; and, Jerald Herrera Dela Rosa, Dean of College of Computer Studies, Assistant Director, Planning and Quality Assurance, Lyceum of the Philippines University-Laguna.

The launching of EN 15838:2009 last 8 March 2013 was attended by representatives from various BPO companies: Verizon Communication Philippines; Global Payments Process Center, Inc.; Sykes Asia, Inc.; Eastwest Bank; Proview Global Admin, Inc.; Telus, Philippines; Geodata Systems Technologies, Inc.; BDO; SGS Gulf Limited Regional Operating Headquarters; WeServ Systems International, Inc.; and Cyber City Teleservices.

For further information, please contact:

Roger S. Villanueva
Business Manager
Systems and Services Certification
SGS Philippines, Inc.
3rd  Floor, Alegria Building, 2229 Chino Roces Avenue, Makati City, Philippines
t: +63.2 784.9400
f: +63.2 818.2971


SGS is the world’s leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 75,000 employees, SGS operates a network of over 1,500 offices and laboratories around the world.