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Warsaw, 1 July 2013 - Samsung Electronics Service Center Poland, run in cooperation with Sitel Poland, has received the European EN 15838 certificate. It is granted for fulfilment of the standard requirements connected with quality call center services and for demonstration of the management system effectiveness. This is the fourth certification in Poland and the first for outsourced service center.

EN 15838 standard was elaborated in 2009 by ECCCO (European Confederation of Contact Centre Organizations) for the European Commission request. Its main purpose is to set a standard in quality services provided by call centers, to identify the best practices in key management areas and to establish effective management systems in service centers.

– In order to meet EN 15838 requirements, we had to make sure that procedures used in Samsung Service Center provide the highest level of customer satisfaction. We believe that gaining the certificate will have positive influence for the trust, given us by the clients and will allow us to strengthen the good relation between the company, employees and the customers – says Olaf Krynicki, the spokesman for Samsung Electronics Poland.

EN 15838 certificate has been granted by SGS, the reputable Swiss certification body and will be valid for three years, until June 2016. Every year, Samsung Service Centre will be subject of mandatory surveillance audit, which verifying maintenance of effectiveness of the management system and maintenance of adequate procedures and standards of provided service.

Compliance with EN 15838 standard requirements above all, needs a proper understanding, attitude and commitment of managers with ensuring resources for system functioning. I have to admit that after the audit in Samsung Service Center I was full of proud seeing a professional way in which customers are treated and how great is a merit of motivated and friendly team led by competent leaders. Noteworthy is also high level of current cooperation with Sitel’s leaders for monitoring and improving the services provided to the client – Samsung Electronics Poland - said Krzysztof Gawecki, SGS Lead Auditor, after the certification audit.

Samsung Electronics is the world leader in consumer electronics, which belongs to the South Korean business group Samsung. It is a manufacturer and distributor of products with advanced technology and innovation. Samsung Electronics Poland Sp. z o.o. is operating on the Polish market since 1996. The share capital of the company is 52.759.500 PLN.

Sitel Branch in Poland provides call center solutions for the all EMEA region. Polish Branch supports BPO for 24 countries, including Germany, UK, Italy, France, Portugal and Eastern Europe. Since 2004, Sitel Poland Warsaw actively provides multilingual services to major international corporations and customers. Through open and sincere cooperation, the highest level of service and our employees experience, our customers are always successful.


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.