Customer Contact Centres (CCCs) play an important role in the interaction between the purchasing organisation and its customers. In order to provide an optimal service, the centres must be able to provide the customer with simple, personalised and always available access to the company.

A distinctive element for the contact centers is the ability to customize their service according to the interlocutor, thus offering a dedicated service and quality.

The ISO 18295-1:2017 standard specifies the requirements of contact centres and provides the best customer-focused solutions in order to fulfil customer expectations.

The standard applies to both in-house and outsourced contact centres and ensures quality of service at the point of contact between the customer and CCC.

With the certification by an independent third party body, the company provides credibility of its commitments to its customers and interested parties.