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prSRPS EN ISO 18295-2:2026

Customer contact centres — Part 2: Requirements for clients using the services of customer contact centres

General information

10.99     Sep 1, 2026

ISS

Z052

European Norm

English  

Scope

ISO 18295-2:2017 specifies requirements for organizations using the services of customer contact centres (CCC). It aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with CCCs meeting the requirements of ISO 18295‑1.
ISO 18295-2:2017 is applicable to clients using CCCs of all sizes, across all sectors including in-house (captive) centres and outsourced (third party operator) centres, across multiple contact channels, including voice and non-voice media.

Life cycle

PREVIOUSLY

PUBLISHED
SRPS EN ISO 18295-2:2018

NOW

PROJECT
prSRPS EN ISO 18295-2:2026
10.99 New project approved
Sep 1, 2026

Related project

Adopted from prEN ISO 18295-2 rev IDENTICAL

Adopted from ISO/AWI 18295-2 IDENTICAL