90.92 Standard to be revised Apr 17, 2026
ISO
International Standard
03.080.30 Services for consumers
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.
PUBLISHED
ISO 18295-1:2017
90.92
Standard to be revised
Apr 17, 2026
IN_DEVELOPMENT
ISO/AWI 18295-1