The
International Organization for Standardization (ISO)
Committee on Consumer Policy (COPOLCO) has submitted a proposal to ISO for a new ISO standard on guidelines for consumer contact centers. As the U.S. member body to ISO,
American National Standards Institute (ANSI) invites all interested stakeholders to submit comments on the proposal
by Friday, June 15, 2012. The proposed new work item,
Guidelines for customer contact centres, would provide guidance for business process service centers, including front-end voice, multimedia, and back-office service providers, and including all customer contact centers (call centers), whether an in-house (captive) center or a third-party operator (outsourcer). The intent is to address issues identified in an ISO/COPOLCO/DEVCO survey in 2009-10 on customer contact centers. These issues include problems customers reported with accessing and/or receiving satisfactory help and common frustrations with customer call centers. All comments on the proposal should be sent to Steven P. Cornish, ANSI senior director for international policy (
[email protected]). Feedback received by the June 15 deadline will be reviewed and compiled for the recommended ANSI position and comments, which will then be presented to the ANSI ISO Council (AIC) for formal approval.
Read the COPOLCO proposal.
ANSI has published an explanatory information document outlining the process used to develop U.S. positions on issues and activities under consideration by ISO and IEC.
Click here to download the document.
