About

  • Secretariat: SAC (China)
    Committee Manager:
  • Chairperson:
    vacant
  • ISO Technical Programme Manager [TPM]:
    Mr David Hassan
    ISO Editorial Manager [EM]:
    Alexander Estrada
  • Creation date: 2025

Scope

Standardization in the field of terminology, requirement, guidance, practices, evaluation for contact centres management and services provision.

Excluded: Relevant work within the scopes of the following committees:

  • ISO/IEC JTC 1 Information technology
  • ISO/IEC JTC 1/SC 40 IT service management and IT governance
  • ISO/TC 176 Quality management and quality assurance
  • ISO/TC 176/SC 3 Quality management and quality assurance —Supporting technologies
  • ISO/TC 290 Online reputation
  • ISO/TC 312 Excellence in service
  • ISO/PC 317 Consumer protection: privacy by design for consumer goods and services

    • Note: In parallel, the proposed TC works in cooperation with existing committees on subjects that may support contact centres

    Quick links

    13
    Participating members
    20
    Observing members

    ISO/TC 351 - Secretariat

    SAC (China)

    Standardization Administration of China
    No. 9 Madian Donglu, Haidian District
    Beijing 100088
    China

    Tel: +8610 8226 2644
    Fax: +8610 8226 0660
    Web:

    2. Taking part
    3. Who develops standards
    4. Technical Committees
    5. ISO/TC 351