ISO 18295-1-2017 PDF

Full title and description

ISO 18295-1:2017 — Customer contact centres — Part 1: Requirements for customer contact centres. This International Standard specifies service requirements and a framework for customer contact centres (CCCs) to provide consistent, customer-focused services across channels and operating models (in-house or outsourced).

Abstract

ISO 18295-1:2017 defines best-practice service requirements for CCCs of all sizes and sectors, covering inbound and outbound interactions and specifying performance metrics (KPIs) where required. The standard aims to help CCCs meet or exceed customer needs through defined processes, measurement and governance.

General information

• Status: Published (confirmed international standard).
• Publication date: 6 July 2017.
• Publisher: International Organization for Standardization (ISO).
• ICS / categories: 03.080.30 (Services for consumers / Customer contact centres).
• Edition / version: Edition 1, 2017.
• Number of pages: 16.

Key bibliographic details above are taken from the ISO record for ISO 18295-1:2017.

Scope

This document specifies service requirements for customer contact centres (CCC). It provides a framework applicable to both in‑house (captive) and outsourced (third‑party) centres of all sizes, across sectors and interaction channels (voice and non‑voice, inbound and outbound). Where appropriate, the standard defines performance metrics (KPIs) to support measurement and continual improvement.

Key topics and requirements

• Service requirements and a structured framework for CCC operations.
• Applicability to in‑house and outsourced models and multiple contact channels (voice and non‑voice).
• Defined performance metrics and KPIs for monitoring service levels and outcomes.
• Customer communication and complaint handling practices to ensure consistent customer experience.
• Roles, responsibilities and governance for CCC management and client organizations.
• Workforce considerations such as agent competence, training and employee engagement.
• Measurement, reporting and continual improvement of contact centre performance.

Typical use and users

Used by contact centre operators (both captive and outsourced), client organizations that procure contact centre services, quality and operations managers, auditors, consultants and regulators. Organizations adopt ISO 18295-1 to standardize service delivery, demonstrate good practice, set SLAs and measure performance across channels.

Related standards

ISO 18295-1 is part of a two‑part ISO series. ISO 18295-2:2017 (Part 2) provides requirements for clients using the services of customer contact centres. ISO 18295 replaces and succeeds the earlier European standard EN 15838:2009 (Customer contact centres — Requirements for service provision), which has been withdrawn and superseded by the ISO 18295 series.

Keywords

customer contact centre; contact centre; call centre; customer service; service requirements; KPIs; performance metrics; inbound; outbound; outsourcing; service level; ISO 18295.

FAQ

Q: What is this standard?

A: ISO 18295-1:2017 is an international standard that sets service requirements and a framework for customer contact centres to deliver consistent, customer‑focused services.

Q: What does it cover?

A: It covers service requirements, applicable operating models (in‑house and outsourced), multiple interaction channels (voice and non‑voice, inbound and outbound), and prescribes performance metrics (KPIs) for monitoring and improving CCC performance.

Q: Who typically uses it?

A: Contact centre operators, client organizations that procure contact centre services, operations and quality managers, auditors, consultants and other stakeholders involved in designing, managing or assessing customer contact services.

Q: Is it current or superseded?

A: ISO 18295-1:2017 was published on 6 July 2017 and remains the current Part 1 standard; the ISO record indicates the standard is published/confirmed and subject to periodic review.

Q: Is it part of a series?

A: Yes — it is Part 1 of the ISO 18295 series. Part 2 (ISO 18295-2:2017) addresses requirements for client organizations using CCC services. Together the parts establish expectations for providers and clients.

Q: What are the key keywords?

A: Customer contact centre, contact centre, call centre, KPIs, service level, inbound/outbound, outsourcing, customer experience, ISO 18295.