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American National Standards Institute ANSI

Customer Care

ANSI Seeks Comments on Proposed ISO Standard on Consumer Contact Centers

Deadline is Friday, June 15, 2012

Published: Wednesday, May 16, 2012 - 10:29

(ANSI: New York) -- 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, the 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 centers,” would provide guidance for business process service centers, including front-end voice, multimedia, and back-office service providers, as well as 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 held in 2009–2010 on customer contact centers. These issues include problems customers reported with accessing or receiving satisfactory help, and common frustrations with customer call centers.

All comments on the proposal should be sent to Steven P. Cornish, the ANSI senior director for international policy, at isot@ansi.org. 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.

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American National Standards Institute ANSI’s picture

American National Standards Institute ANSI

The American National Standards Institute (ANSI) coordinates the U.S. voluntary standardization and conformity assessment system, serving the diverse interests of more than 270,000 companies and organizations and 30 million professionals worldwide. ANSI is the official U.S. representative to the International Organization for Standardization (ISO) and, via the U.S. National Committee, the International Electrotechnical Commission (IEC).