ISO 18295 aims to improve service quality and contributes to clarifying expectations for clients and employees. It enables performance management and promotes satisfied clients and clients. This standard is intended to be used for all types of customer interactions with a customer contact center.
ISO 18295 consists of two parts.
ISO 18295-1 describes the requirements for both internal and external Customer contact center. It treats some
product and service issues that remain the responsibility of the client, and not the customer contact centre.
ISO 18295-2 specifies the requirements for the client who has given the assignment to Customer contact center (internal and/or external), aims to ensure that the customers’ expectations are met in a uniform manner.
Implementation of requirements from ISO 18295–1 and ISO 18295–2 creates value for customers, clients,
employees and customer contact centers through improvement and streamlined service and the relationship between
the client and customer contact center, enabling the delivery of a high-quality customer experience on behalf of the client.