(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.

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