Implementation walkthrough
How to implement ISO 18295: video walkthrough
A walkthrough of implementing ISO 18295 service requirements in an in-house or outsourced customer contact centre.
Key takeaways
- ISO 18295-1 covers the contact centre; ISO 18295-2 covers the client organisation.
- It applies to in-house and outsourced centres across all channels.
- KPIs should fit the services, not copy a generic list.
- Complaint handling and customer protection are part of the requirements.
- Confirm that any accreditation covers ISO 18295-1.
A consistent customer experience on every channel
ISO 18295 is the international standard for customer contact centres, published in two parts. ISO 18295-1 specifies service requirements for the centre itself, a framework meant to help it give clients and customers a service that continuously and proactively meets or exceeds their needs. ISO 18295-2 specifies requirements for the organisations that use a centre's services, so that the client's own arrangements, from its contact strategy to the information it hands over, allow the centre to meet customers' expectations.
Both parts cover in-house and outsourced centres of any size and in any sector, and Part 1 applies across all interaction channels, inbound and outbound. This short film walks through how a centre implements it.
From customer relationship to client relationship
Agree what the certificate will cover: the sites, seats, channels, inbound and outbound work, the client programmes in scope and whether the centre is in-house or outsourced. A gap analysis then compares current operations with the requirements, from the customer relationship to the client relationship.
Implementation covers what customers need: service information and contact options they can find, experience surveys and interaction feedback analysed, complaints handled and customers protected. It covers the people who deliver the service, from training to engagement, and the infrastructure and processes behind them, and it sets performance metrics as and where required, so the KPI set fits the services rather than copying a generic list. For the client relationship, it defines what is agreed, measured and reported. The service then runs long enough to prove it, internal audit follows, and an independent certification body assesses and decides; where accredited certification is offered, the accreditation should cover ISO 18295-1.
Sterling's expert and experienced consultants support the work with your operations, workforce and quality teams under Sterling OS™. ISO 18295-1:2017 and ISO 18295-2:2017 are the current editions, and ISO has registered both parts for revision.
ISO 18295 at a glance
- Purpose
- Service requirements for customer contact centres, so customers receive a consistent, measurable experience on every channel; Part 2 sets out what the client organisation owns
- Relevant to
- In-house and outsourced contact centres, BPO and shared-service operators of any size or sector; Part 2, the organisations that use their services
- Edition
- ISO 18295-1:2017 and ISO 18295-2:2017, the current editions; ISO registered both parts for revision in April 2026, with no new edition published yet
- Certification
- Audited and decided by an independent certification body; where accredited certification is offered, confirm that the accreditation covers ISO 18295-1
- Sterling's role
- Implementation with your operations, workforce and quality teams, Effivity, training, internal audit and certification readiness, then Sustain™
- Cost and timing
- Total investment for an ISO 18295-1 contact centre programme depends on the current maturity of your processes, the scope, locations and number of employees. The process typically takes 3 to 6 months
ISO 18295: questions people ask
Is ISO 18295 a management system standard like ISO 9001?
No. ISO 18295-1 specifies service requirements for customer contact centres, and its clauses follow the centre's own logic rather than the harmonised structure of ISO 9001 or ISO/IEC 27001. It works well beside a management system: an ISO 9001 or ISO/IEC 27001 system can supply document control, internal audit and corrective action, while ISO 18295-1 sets out what the customer-facing service has to deliver.
What is the difference between ISO 18295-1 and ISO 18295-2?
Part 1 applies to the contact centre, in-house or outsourced: the customer relationship, leadership, people, operational processes, infrastructure and the client relationship. Part 2 applies to the client organisation that uses the centre's services: understanding customers' needs, setting the customer experience and contact strategy, and managing the relationship with the centre. Together they divide responsibility for the customer's experience between the two parties.
Can an in-house contact centre or a shared-services centre use ISO 18295?
Yes. ISO states that Part 1 applies to in-house (captive) and outsourced (third-party operator) centres of all sizes and in all sectors. For a captive or shared-service centre the client is usually the business unit or group company it serves, and clause 9 of Part 1, together with Part 2, helps put that internal relationship on a formal footing.
Does ISO 18295 cover chat, e-mail, messaging and outbound work, or only inbound calls?
All of them. Part 1 applies across all interaction channels, inbound and outbound, and Part 2 refers to voice and non-voice media.
Does ISO 18295 set KPI targets such as service level or average handle time?
ISO describes Part 1 as specifying performance metrics (KPIs) as and where required, and Annex A gives informative guidance on metrics. Which metrics you track, how you define them and the targets behind them should reflect your services and your client agreements; the gap analysis checks your KPI set against the standard.
Keep exploring
Related to this video
The complete guide
Everything on ISO 18295
Start with the ISO 18295 page, or go straight to the guide you need.
On the ISO 18295 page
- What are the main ISO 18295 requirements?
- How do you get ISO 18295 certified?
- How much does ISO 18295 certification cost?
- How long does ISO 18295 certification take?
- Who needs ISO 18295 certification?
- How ISO 18295 supports customer experience and client confidence
- Frequently asked questions about ISO 18295
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