ISO 18295 Certification

Get a competitive advantage by certifying your contact center.

The contact centre is the showcase of your company. This is where your customers get in contact with you. To create a recognized benchmark for the quality of services in this market, the International Standard ISO 18295 was prepared. It defines requirements for customer contact centres and focuses on the quality of services provided to customers by the customer contact centre.

Certification means that an independent third party confirms that your services meet the requirements of the relevant standard. It highlights your quality standards and builds trust among your customers. Obtain a competitive advantage by having your contact centre certified. The certification process is made up of several steps.


Certification audits by Austrian Standards are only conducted by experienced professionals in the field of call center management. A certification provides you with competitive advantages in both the national and international market:

  • It helps you structure the call center more efficiently
  • It helps you to differentiate from your competitors
  • It gives your customers the security of receiving a high-quality service
  • It easens the application process for open submissions

The ISO 18295-1 certification scheme visualises the path to becoming a certified customer contact centre:

You define the scope of application (locations, business areas, and the like).

One or more auditors perform the audit on the premises of the customer contact centre. The audit covers both reviews of processes as well as interviews with the contact centre agents.

After the audit, the auditor sends the report to the certification body which ascertains compliance with ISO 18295-1. If this conformity assessment is successful, the ISO 18295-1 certificate is issued by Austrian Standards with a validity of six years.

To extend the validity of the ISO 18295-1 certificate, a surveillance audit has to be carried out after 24 and 48 months. 

Every 6 years. 

ISO 18295

ISO (International Organization for Standardization) is a global body composed of national standards organizations. ISO 18295 is a service standard that helps to manage expectations for both employers and employees, enable performance management and support satisfaction for employers and customers. 

ISO 18295 determines clear requirements for internal contact centres and outsources contact centres (operated through third parties) and consists of two parts:

ISO 18295-1 determines the requirements for customer contact centres, which are operated internally or outsourced. It can be applied to customer contact centres of every size, sector and interaction channel, including Inbound and Outbound. 

ISO 18295-2 determines the requirements for the employer who commissions the customer contact centre.



By applying ISO 18295-1, you can improve customer care as well as raise your success in business.

The standard contributes to:

  • making the structures of the call centre more efficient,
  • minimizing the risk of complaints, and
  • differentiating yourself from competitors.



In our Webshop, you can have a look at the table of contents and the first few pages of the current version of ISO 18295.


Get in touch

Just contact us! We will be pleased to assist you. 

Eva-Maria Steininger, Portfolio Manager Non-Product Certification

Eva-Maria Steininger

Portfolio Manager Non-Product Certification
Peter Jonas, Director Certification

Peter Jonas

Director Certification