Customer contact centres - Part 1: Requirements for customer contact centres
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.
Begin
2026-04-18
WI
CSA99007
Planned document number
prEN ISO 18295-1 rev
Responsible european committee
previous edition(s)
Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017)
2017-08
