Reference number
ISO 18295-1:2017
ISO 18295-1:2017
© ISO 2025
International Standard
ISO 18295-1:2017
Customer contact centres — Part 1: Requirements for customer contact centres
Edition 1
2017-07
2017-07
ISO 18295-1:2017
64739
Published
(Edition 1, 2017)
This publication was last reviewed and confirmed in 2023.
Therefore this version remains current.
Abstract
ISO 18295-1:2017 specifies service requirements for customer contact centres (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.
ISO 18295-1:2017 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.