Approved Work Item
ISO/AWI 18295-1
Contact centres — Part 1: Requirements for contact centres
Reference number
ISO/AWI 18295-1
Edition 2
© ISO 2026
Approved Work Item
Under development
A working group has prepared a draft.
Will replace ISO 18295-1:2017

Abstract

ISO 18295-1:2017 specifies service requirements for contact centres (CC). It specifies a framework for any CC 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 CCs both in-house (captive) and outsourced (third party operator) CCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required.

General information

  • Status
     : Under development
    Stage
    : New project registered in TC/SC work programme [20.00]
  • Edition
     : 2
  • Technical Committee :
    ISO/TC 351
  • RSS updates

Life cycle

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