Featured Video
This Week in Quality Digest Live
Customer Care Features
Trevor Blumenau
Inexpensive wireless pick-to-light systems put warehouse productivity in reach for everyone
William A. Levinson
Real-world case studies
Annette Franz
Serving those who serve
Dirk Dusharme @ Quality Digest
Christmas is creeping, should a four-year degree really be the minimum requirement, and what we learn from Disneyland
Innovating Service With Chip Bell
Beware of using paradigm-colored glasses to view customer engagement

More Features

Customer Care News
Chick-fil-A leads; Chipotle Mexican Grill stabilizes
Consolidated Edison posts large gain; patient satisfaction is stable
Partnership for a Cleaner Environment (PACE) program has grown to more than 40 suppliers in 40 countries
Trader Joe’s tops supermarkets; Home Depot overtakes Lowe’s
TVs and video players lead the pack, with internet services at the bottom
AIAG’s director of corporate responsibility comments on impact of new ethics language in upcoming IATF 16949
Good news for Detroit
The Baldrige Criteria for Performance Excellence can help
ISO/PC 303 project committee will provide international benchmarks to reduce purchasing risks

More News

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.

Discuss

About The Author

American National Standards Institute ANSI’s picture

American National Standards Institute ANSI

As the voice of the U.S. standards and conformity assessment system, the American National Standards Institute (ANSI) empowers its members and constituents to strengthen the U.S. marketplace position in the global economy while helping to ensure the safety and health of consumers and the protection of the environment. The institute oversees the creation, promulgation, and use of thousands of norms and guidelines that directly impact businesses in nearly every sector: from acoustical devices to construction equipment, from dairy and livestock production to energy distribution, and many more.