ISO 18295-2 specifies requirements for organizations using the services of customer contact centres (CCC). It aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with CCC meeting the requirements of ISO 18295-1. ISO 18295-2 is applicable to clients utilizing CCCs of all sizes, across all sectors including in-house (captive) centres and outsourced (third party operator) centres across multiple contact channels, including voice and non-voice media.