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Customer Contact Centers: ANSI Seeks Comments on Proposal for New ISO Technical Committee


Submit Comments by July 5

As the U.S. member body to the International Organization for Standardization (ISO), the American National Standards Institute (ANSI) seeks comments by July 5 on a draft proposal for a new ISO technical committee (TC) on customer contact centers.

Customer contact centers (CCC) are centralized and organized hubs that manage a variety of communication channels. They are responsible for numerous customer communications, including phone calls, emails, text or SMS, social media messages, online chat, and mailings.

Submitted by SAC, the ISO member for China, the proposal asserts that with the development of technology and industry practices, new features and trends have emerged, and that existing standards are no longer able to respond to and guide certain practices in CCCs.

The proposal includes the following scope statement:

Standardization in the field of the customer contact centers (CCC).

Excluded: Relevant work within the scopes of the following committees:

  • ISO/IEC JTC 1, Information technology
  • ISO/IEC JTC 1/SC 40, IT service management and IT governance
  • ISO/TC 176, Quality management and quality assurance
  • ISO/TC 176/SC 3, Quality management and quality assurance—Supporting technologies
  • ISO/TC 312, Excellence in service

Note: In parallel, the proposed TC would work in cooperation with existing committees on subjects that may support CCCs.

Read the proposal and submit comments to Steven Cornish, ANSI senior director of international policy and strategy, at [email protected] by close of business on Friday, July 5. All comments will be used to develop the ANSI input to the ISO Technical Management Board (TMB).


Jana Zabinski

Senior Director, Communications & Public Relations


[email protected]

Beth Goodbaum

Journalist/Communications Specialist


[email protected]