10.99 Apr 17, 2026
ISO
ISO/TC 351
International Standard
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.
PUBLISHED
ISO 18295-1:2017
PROJECT
ISO/AWI 18295-1
10.99
New project approved
Apr 17, 2026
Customer contact centres — Part 1: Requirements for customer contact centres
10.99 New project approved