TS EN ISO 18295-1

TS EN ISO 18295-1 addresses the service requirements that shape the performance and customer-facing quality of customer contact centres. Rather than focusing on a single communication channel, it provides a common service framework for centres using multiple interaction channels, including inbound and outbound activity, whether operated in-house or by a third party. Its purpose is to help organisations provide services that continuously and proactively meet or exceed customer and client needs.

What this standard organises in a customer contact centre

Customer contact centres are broader than traditional call centres because they may handle customer interaction through telephone, email, web messaging and similar touchpoints. The general technical focus of this standard is not only the structure of the centre, but also consistency of service, accessibility and measurable performance. Where required, KPIs are specified to support monitoring and comparison of service delivery.

Which types of centres it applies to

• Applies to customer contact centres of all sizes.
• Covers both in-house (captive) and outsourced (third-party operated) centres.
• Intended for use across all sectors.
• Includes both inbound and outbound interaction channels.
• Focuses on service requirements and, where needed, performance metrics.

In general technical terms, standards of this kind help define customer experience, service level, response consistency and operational control in a common language. As a result, a centre can be assessed not only by its ability to receive or place contacts, but also by how well the service aligns with customer expectations. TS EN ISO 18295-1 provides a reference point for that service-oriented approach.