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ISO 18295-1:2017

Customer contact centres — Part 1: Requirements for customer contact centres ISO 18295-1:2017

Publication date:   Jul 6, 2017

General information

90.92   Standard to be revised   Apr 17, 2026

ISO

ISO/TC 351

International Standard

03.080.30   Services for consumers

Buying

Published

Language in which you want to receive the document.

Scope

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.

Life cycle

NOW

PUBLISHED
ISO 18295-1:2017
90.92 Standard to be revised
Apr 17, 2026

REVISED BY

IN_DEVELOPMENT
ISO/AWI 18295-1




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