2011-11-07

Call for interest: Preliminary Inquiry - Standard for Customer contact centres

As the official Canadian member of the International Organization for Standardization (ISO), the Standards Council of Canada (SCC) is seeking feedback on ISO’s new work item proposal for the development of a new standard on Customer contact centres. All responses submitted to SCC serve to generate a Canadian position.

Context - Purpose and justification for standard

To provide specified interaction guidance for any front end voice, multi-media or back office client/customer interaction with a business process service center.

Scope of proposed technical activity

The proposed new field of technical activity will focus on the following:

• The standard is intended for use by 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). Please see ISO’s new work item proposal (PDF) for additional details.

Comments requested

Stakeholders are invited to consider the following when formulating a response:

1. Is the proposed scope relevant and does it use appropriate terminology, or is the scope too broad or too specific?
2. Could the development of this proposed standard impact your sector negatively or positively and why?
3. Will the development of this proposed standard benefit your sector or will it pose challenges?
4. If this field of technical activity is regulated, will the proposed development of this standard complement it or not?

Deadline for submission

December 15, 2011

For more information or to submit your comments please contact Darryl Kingston, Program Manager, Global Standards Governance, ISO and Regional, via email at [email protected].

The Standards Council of Canada is a federal Crown corporation with the mandate to promote efficient and effective standardization in Canada with the goal of enhancing Canada’s economic competitiveness and social well-being. SCC is Canada’s representative to the International Organization for Standardization (ISO) and is responsible for coordinating Canadian participation in the development of international standards. It also accredits standards development and conformity assessment organizations. For more information on SCC’s programs visit www.scc.ca or email [email protected].