Two-minute brief
ISO 18295 requirements explained: video brief
A two-minute brief on the clauses of ISO 18295-1 for contact centres and the additional clauses of ISO 18295-2 for their clients.
Key takeaways
- ISO 18295-1 runs from the customer relationship to the client relationship.
- Customers need findable information, measured experience and handled complaints.
- Performance metrics are specified as and where required.
- ISO 18295-2 sets duties for the client organisation.
- Both parts cover in-house and outsourced centres.
From the customer to the client
ISO 18295-1 groups its requirements in clauses 4 to 9, running from the customer relationship to the client relationship, and closes with two informative annexes: guidance on metrics, and on the relationship between the client and the centre. ISO describes the standard as specifying performance metrics as and where required, so the KPI set has to fit the services. ISO 18295-2 adds three clauses written for the client organisation. This short film walks through them.
Clause 4, customer relationship requirements, asks the centre to communicate the information customers need, measure and monitor their experience, handle complaints and protect customers. In practice that means service information and contact options customers can find, experience surveys and interaction feedback analysed, and a complaints process that works. Further clauses cover leadership and the people who deliver the service, the infrastructure and the processes the centre runs.
Part 2: what the client owns
The final clause of Part 1 covers the client relationship: what is agreed between the centre and the client, how performance is measured and reported, and how changes are managed. ISO 18295-2 then turns to the client organisation itself, setting requirements for its contact strategy, the information it provides to the centre and the way it works with the centre, so that customers receive a consistent experience whichever centre serves them.
Both parts cover in-house and outsourced centres of any size and sector. ISO 18295-1:2017 and ISO 18295-2:2017 are the current editions, registered for revision in April 2026. Certification is audited and decided by an independent certification body; where accredited certification is offered, the accreditation should cover ISO 18295-1.
ISO 18295-1 is not a management system standard like ISO 9001: it sets service requirements, and its clauses follow the contact centre's own logic. It covers every interaction channel, inbound and outbound, voice and non-voice. It describes performance metrics as and where required, with informative guidance on metrics in Annex A, while the targets behind them reflect the centre's services and client agreements. Next to ISO 9001 and ISO/IEC 27001 it adds customer experience measurement, customer protection, agent competencies, workforce planning and the quality assurance of interactions.
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
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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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