ISO/AWI 18295-1

Contact centres — Part 1: Requirements for contact centres

Scope

ISO 18295-1:2017 specifies a framework for delivering, monitoring and improving CCs' services to support the consistent fulfillment of agreed customer and client needs, expectations and service commitments.
ISO 18295-1:2017 is applicable to CCs of all sizes, across all sectors and all operating models, including inbound and outbound services and human-assisted, automated or digitally enabled interactions.