ISO 18295 questions: centre or commissioning organisation?

Decision and conditional example

Part 1 concerns the contact centre’s service, while part 2 concerns arrangements made by the commissioning organisation. Being an internal centre does not remove the need to define services and customers. Non-voice channels need their own relevant evidence. Improving response speed does not automatically improve resolution quality; incorrectly closed contacts require review. For a certificate request, identify the assessed part and scheme rather than merging both standards under an unexplained document name. Responsibility for accurate client information should remain clear even where the centre performs the communication.

Evidence linked to this purpose

• Part 1 and part 2 role distinction
• Non-voice channel evidence
• Speed versus resolution outcome

Standard and authority boundaries

ISO 18295-1:2017 addresses the contact centre’s service requirements; ISO 18295-2:2017 addresses the organisation commissioning those services. Internal or outsourced, inbound or outbound, voice and non-voice channels are considered according to scope. A particular commercial certification scheme or a provider’s accreditation is not assumed here and must be confirmed separately.

Kayra’s role and the independent decision

Kayra can support scope review, implementation and document preparation, or coordinate an independent assessment within the agreed service. ISO publishes standards and does not certify organisations. Verify the chosen body’s current standard edition, activity coverage and any claimed accreditation. Client-specific consultancy, audit and the impartial certification decision are separate responsibilities. Preparation does not guarantee approval, legal compliance or authority to certify a newly published edition.

Official sources

Checked: 3 October 2026. Examples are hypothetical explanations, not claims about completed client work, local offices or approval.

• ISO 18295-1:2017
• ISO 18295-2:2017
• ISO – Certification
• ISO/IEC 17021-1
• GSO ISO/IEC 17021-1