ISO 18295:2017

Quality management system for customer contact centers


Customer contact centres play a key role in communications between the commissioning organisation and its customers. In order to provide an effective service, customer contact centres must be able to respond to the differing requirements and interests of both customer groups (contracting body and end customer) and to deal with matters consistently in the best possible way. This includes, on the one hand, the ongoing improvement of quality and productivity and, on the other hand, a commitment to good professional ethics and social responsibility towards the workers, the end customer (consumer protection) and the contracting bodies.


ISO 18295 forms a basis for the continuous improvement of the supervision system, of the process management and of the public perception of the customer contact centre.

Target groups

Customer contact centres


3 years - there is an annual audit to ensure that standards are being maintained and a recertification audit after three years.


The ISO 18295 certificate has international validity.


ISO 18295 is compatible with ISO 9001 (quality management), GoodPriv@cy® (data protection), ISO/IEC 27001 (Information Security) and other management system standards.

Lead Auditor
Berenike Schmidt
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