ISO 18295: Why This Certification Is Essential for Your Call Center

The ISO 18295 standard is the international reference for customer contact centers. Published in 2017, it defines the requirements and recommendations for managing contact centers, whether internal or outsourced.

This certification covers the entire lifecycle of customer interaction: from receiving the call to resolving the issue, including agent training and performance reporting.

For companies outsourcing their customer service, requiring ISO 18295 certification from their provider is an objective quality guarantee. It ensures that processes, tools and teams meet proven international standards.

Key benefits for your business include: reduced customer complaints, measurable CSAT improvement, easier regulatory compliance and full transparency on performance.

At SHY Performance, we have been ISO 18295 certified since 2019. This means every client benefits from a service level guaranteed by an independent body, with an annual renewal audit.

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