Phone: (011) 7541-421, 3409-301, 3409-335, 6547-293, 3409-310
E-mail: Standards sales: prodaja@iss.rs Education: iss-edukacija@iss.rs Information about standards: infocentar@iss.rs Certification body: sertifikaciono.telo@iss.rs
Stevana Brakusa 2, 11030 Beograd
Main menu

ISO/AWI 18295-1

Contact centres — Part 1: Requirements for contact centres

General information

10.99     Apr 17, 2026

ISO

ISO/TC 351

International Standard

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.
 

Life cycle

PREVIOUSLY

PUBLISHED
ISO 18295-1:2017

NOW

PROJECT
ISO/AWI 18295-1
10.99 New project approved
Apr 17, 2026

National adoptions

Customer contact centres — Part 1: Requirements for customer contact centres

10.99   New project approved

Z052 more