TS EN ISO 18295-2

TS EN ISO 18295-2 is the standard focused on how organizations that use customer contact centre services should arrange and manage those services. Its emphasis is not on operating the contact centre itself, but on the arrangements the client organization needs in place so customer expectations are met consistently.

Managing the customer interface

For organizations working with customer contact centres, the standard addresses the provision and management of suitable arrangements. In practical terms, this means supporting interactions delivered through voice and non-voice channels, such as calls, email, online messaging and similar touchpoints. The technical purpose is consistency: customer experience should remain coherent across channels, and performance should depend not only on the centre operator, but also on how the client organization structures the service relationship.

What the scope means in practice

• Applies to organizations of all sizes.
• Covers both in-house and outsourced contact centres.
• Includes voice and non-voice communication channels.
• Assumes use of contact centres meeting ISO 18295-1.
• Aims to help customer expectations be met in a consistent way.

In general technical context, a customer contact centre is the service environment where sales enquiries, complaints, support requests and information requests are handled through one or more channels. This part addresses the client side rather than the centre operator side, helping define service objectives, communication flow, responsibility sharing and the management of customer expectations in a more structured way.