TS EN ISO 18295-1

TS EN ISO 18295-1 defines service requirements for customer contact centres and provides a framework intended to help such centres deliver consistent, proactive services that meet or exceed customer and employer needs. It applies to contact-centre operations across sectors, including in-house and outsourced models, and is relevant to organisations that manage customer interactions through structured service processes rather than as isolated calls or messages.

How the standard frames customer contact work

The standard treats customer contact centres as operational service systems that may handle inbound and outbound interactions across multiple channels. In general technical terms, these centres can support information handling, request management, issue resolution, sales support and feedback collection. That makes service consistency, process control and role clarity important, because the quality of the customer experience depends on how reliably the organisation manages each interaction type.

Performance metrics in context

The document also refers to performance metrics, or KPIs, where appropriate. In practice, customer contact operations often monitor indicators such as response times, service levels, resolution outcomes, first-contact resolution and customer satisfaction. Those concepts help organisations measure service effectiveness and operational stability, but the exact metrics required by this standard should be understood within the scope language provided for this document.

• Applicable across all sectors.
• Covers both internal and third-party operated centres.
• Applies to inbound and outbound interactions.
• Designed for centres of any size.
• Includes performance metrics where needed.