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ISO 18295:2017 is an international quality standard dedicated to the call center industry developed by the International Standardization Committee. It will eventually replace the existing European standard EN 15838:2009.

The new standard is applicable to both in-house (captive) and outsourced (third party operator) Consumer Contact Centres, of all sizes, across all sectors and all interaction channels including inbound and outbound.

ISO 18295 comprises two parts and is more structured than its European predecessor. Requirements for CCCs are contained in ISO 18295-1 and the requirements for client organization that mandates the CCC in ISO 18295-2.

The implementation of the standard and certification against ISO 18295:2017 contribute to:

  • raising customer service standards
  • improving customer satisfaction
  • increasing job satisfaction
  • reducing employee turnover
  • improving organizational management
  • reducing operational costs
  • standing out from the competition


The new training is available!

SGS is pleased to invite you to a training on requirements of the new standard ISO 18295:2017 which is dedicated for:

  • Consumer Contact Centres (CCC)
  • entrepreneurs who are planning to implement the new standard
  • entrepreneurs who intend to use CCC services
  • trainers and consulting companies
  • quality management representatives in call centers
  • managers responsible for maintaining the efficient functioning of the CCCs
  • candidates for internal auditors in the call centers

The first training is scheduled on September 18, 2017

As an experienced supplier to contact center industry, we offer a wide range of services related to ISO 18295 and other industry services.

Contact us and we will be happy to provide you with additional information.