This European Standard for Customer Contact Centres - Requirements for service provision was approved by CEN on 5 October 2009.
And endorsed for Belgium by publication in the Belgisch Staatsblad – Moniteur Belge of 18/02/2010
The document is for sale (downloadable) under a strict license agreement for single company use only at:
Bureau de Normalisation - Rue de Birmingham 131 - 1070 Bruxelles - NBN Online: www.nbn.be
Search in the e-Shop for NBN EN 15838
The document is available in French, German and English only (no Dutch) and costs about 50€.