What is ISO 18295-1: Customer Contact Centres?
ISO 18295-1 is the international standard that sets out service requirements for customer contact centres (CCCs) of all types and sizes—whether in-house, outsourced, across all sectors, and for any interaction channel. The standard provides a quality framework to ensure consistently high customer service, operational excellence, and regulatory compliance in customer contact operations. It specifies requirements to help CCCs deliver services that meet or exceed client and customer expectations through structured processes and performance metrics.
Structure of the requirements:
- Customer Relationship: Clear standards for communication, monitoring, and resolution of customer interactions and complaints
- Leadership & HR: Customer-focused leadership and employee competency requirements
- Operational Processes: Workflow planning, quality assurance, and performance management
- Service Delivery: Requirements for technology and data management to support secure and seamless customer service
- Client Relationship: Ensures consistent and agreed service delivery between CCC and client organizations
The Benefits you should expect:
- Consistent Service Quality: Ensures customer queries and complaints are handled effectively every time
- Operational Efficiency: Streamlined processes improve workflow and reduce unnecessary costs
- Performance Metrics: Provides KPIs and best practices for monitoring and reporting service performance
- Employee Engagement: Defines competency and training standards for staff, improving satisfaction and retention
- Data Security & Compliance: Includes guidance for protecting customer data and complying with relevant laws
- Customer Trust & Satisfaction: Certification signals a commitment to reliable service and boosts reputation.
- Competitive Advantage: Achieving certification can attract new business, strengthen loyalty, and help win outsourcing contracts.
How CBA can help you.
Our solid approach and experience will help you implement the solid steps to certification and maintaining certification, including:
- Gap Analysis: Assess current operations against ISO 18295-1 requirements.
- Implementation: Address identified gaps in policies, processes, training, and technology.
- Internal Audit: Verify compliance and performance readiness.
- External Certification Audit: Accredited body reviews for conformity and issues certification if successful.
- Surveillance Audits: Ongoing audits to maintain compliance.
