TS EN ISO 18295-2

TS EN ISO 18295-2 is the standard for organizations that use customer contact center services. Its focus is not simply on outsourcing interactions, but on setting up, managing, and aligning those services so customer expectations are met in a consistent way.

What the standard framework means for the client organization

This standard helps employers and other user organizations structure customer-facing communication in a controlled and consistent manner. The scope is built around appropriate arrangements with centers that meet TS EN ISO 18295-1, so the subject is not just answering contacts but defining how the service is specified, governed, and matched to performance expectations. Customer contact centers may operate through voice channels as well as non-voice channels such as email, chat, messaging, and other digital interactions.

What is covered in practical terms

• Applies to customer contact centers of all sizes.
• Applies across all sectors.
• Covers both in-house, exclusive centers and outsourced, third-party-operated centers.
• Addresses multi-channel operation, including voice and non-voice environments.
• Focuses on organizational arrangements that support consistent customer expectations.

In general technical terms, customer contact center management involves service definitions, roles and responsibilities, information flow, feedback handling, and alignment between operations and business objectives. For that reason, the standard provides a common framework for organizations that run their own center or rely on a service provider, helping turn customer contact into a predictable service experience.