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prSRPS EN ISO 18295-1:2026

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

General information

10.99    

ISS

European Norm

English  

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

PREVIOUSLY

PUBLISHED
SRPS EN ISO 18295-1:2018

NOW

PROJECT
prSRPS EN ISO 18295-1:2026
10.99 New project approved

Related project

Adopted from prEN ISO 18295-1 rev IDENTICAL

Adopted from ISO/AWI 18295-1 IDENTICAL