About

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

    2

    Published ISO standards *

    2

    ISO standards under development *

    23
    Participating members
    16
    Observing members

    * number includes updates

    Reference Title Type
    ISO/TC 351/TG 1   Communication and Engagement Working group
    ISO/TC 351/WG 1   Revision of ISO 18295 series Working group

    Liaison Committees to ISO/TC 351

    The committees below can access the documents of ISO/TC 351:

    Reference Title ISO/IEC
    ISO/IEC JTC 1/SC 35 User interfaces ISO/IEC
    ISO/TC 321 Transaction assurance in E-commerce ISO

     

    Liaison Committees from ISO/TC 351

    ISO/TC 351 can access the documents of the committees below:

    Reference Title ISO/IEC
    ISO/IEC JTC 1 Information technology ISO/IEC
    ISO/IEC JTC 1/SC 40 IT service management and IT governance ISO/IEC
    ISO/TC 37 Language and terminology ISO
    ISO/TC 68 Financial services ISO
    ISO/TC 176 Quality management and quality assurance ISO
    ISO/TC 225 Market, opinion and social research ISO
    ISO/TC 228 Tourism and related services ISO
    ISO/TC 283 Occupational health and safety management ISO
    ISO/TC 290 Online reputation [STANDBY] ISO
    ISO/TC 304 Healthcare organization management ISO
    ISO/TC 312 Excellence in service ISO
    ISO/TC 315 Cold chain logistics ISO
    ISO/TC 321 Transaction assurance in E-commerce ISO
    ISO/TC 344 Innovative logistics ISO
    ISO/TC 344/SC 1 Retail logistics ISO
    ISO/TC 352 Digital marketing ISO
    ISO/TC 354 Events ISO

     

    Organizations in liaison (Category A and B)

    Acronym Title Category
    ODCCN Organization for Trade Development and Standards Cooperation A

    Date Month Location TC/SC Note
    30 October 2026 Delft (Netherlands) ISO/TC 351  

    * Information definite but meeting not yet formally convened
    ** Provisional

    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:

    ISO/TC 351 - Twinned Secretariat

    ASN [Senegal]

    Association Sénégalaise de Normalisation
    Avenue Bourguiba,
    Immeuble Serigne Saliou MBACKE 7ème étage,
    prés Jet d’Eau
    Dakar BP:4037
    Senegal

    Tel: +221 33 829 58 25
    Fax: +221 33 827 64 12
    Web:

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