ISO 18295-1:2017规定了客户联络中心（CCC）的服务要求。它为任何CCC指定了一个框架，旨在帮助为客户和客户提供持续、主动地满足或超过其需求的服务。 ISO 18295-1:2017适用于所有行业和所有互动渠道（包括入站和出站）的所有规模的内部（自备）和外包（第三方运营商）CCC。它根据需要指定性能指标（KPI）。

ISO 18295-1:2017 specifies service requirements for customer contact centres (CCC). It specifies a framework for any CCC that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs. ISO 18295-1:2017 is applicable to both in-house (captive) and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required.