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ISO 18295-1:2017 Customer contact centers

Customer contact centers

ISO (International Organization for Standardization) is a global body composed of national standards organizations. ISO 18295 is a service standard that helps to manage expectations for both employers and employees, enable performance management and support satisfaction for employers and customers.

ISO 18295 determines clear requirements for internal contact centers and outsources contact centers (operated through third parties) and consists of two parts:

ISO 18295-1 determines the requirements for customer contact centres, which are operated internally or outsourced. It can be applied to customer contact centres of every size, sector and interaction channel, including Inbound and Outbound.

ISO 18295-2 determines the requirements for the employer who commissions the customer contact centre.


By applying ISO 18295-1, you can improve customer care as well as raise your success in business.

The standard contributes to:

  • making the structures of the call centre more efficient,
  • minimizing the risk of complaints, and
  • differentiating yourself from competitors.

This document specifies service requirements for customer contact centers (CCC). It specifies a framework for any CCC that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.
This document is applicable to both in-house (captive) and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required.

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