What ISO 18295-1:2017 Customer Contact Centre Requirements - Service Quality and Agent Management requires
ISO 18295-1:2017 specifies requirements for customer contact centres (CCCs) providing services on behalf of any organisation; mandates service performance metrics including First Contact Resolution (FCR), Average Speed of Answer (ASA), and abandonment rate; requires documented agent recruitment, training, and performance management; establishes caller experience standards including queuing disclosure and callback options; and is complemented by ISO 18295-2:2017 for client organisation requirements.
Pillar: Operations & CX · Authority: International Organisation for Standardisation (ISO); Technical Committee ISO/TC 312 (Excellence in Service) · Version: 1.0.0 · Last updated:
Primary source: https://www.iso.org/standard/62244.html
SHA-256 integrity: bcf872ee3ab75a597664d79e46291d7b8a05701fe973a9ccc15b8fddbcb57f37
Primary Citations — 6 traced to source
- Clause 5 (agent requirements), Clause 6 (service delivery), Clause 7 (reporting); FCR, ASA, abandonment rate definitions — ISO 18295-1:2017 - Customer Contact Centres Requirements (Part 1: CCC Requirements)
- Client SLA requirements, reporting obligations, performance review cadence, outsourcing governance — ISO 18295-2:2017 - Customer Contact Centres Requirements (Part 2: Client Requirements)
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