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Comments Sought on newly proposed contact center standard.

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May 21, 2012 - ANSI invites interested stakeholders to submit comments by June 15, 2012 on proposal of ISO Committee on Consumer Policy for new ISO standard on guidelines for consumer contact centers. Proposed new work item, Guidelines for customer contact centers, would provide guidance for business process service centers and all customer contact centers (call centers) to address customer-reported issues of accessing and/or receiving satisfactory help and common frustrations.

ANSI Seeks Comments on Proposed New ISO Standard on Consumer Contact Centers


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American National Standards Institute (ANSI)
25 West 43rd Street, 4th Floor
New York, NY, 10036
USA



Press release date: May 14, 2012

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 (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.
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