Working Group: Customer Contact

Contact this working group.

Task
Promoting high-quality client contact by means of effective and efficient contact centre activities

Subjects

• Promoting self-regulation for relevant matters 
• Monitoring developments relating to the ‘don’t phone me’ register

Lobby issues

• (Promoting) cleaning up physical address databanks via www.postfilter.nl 
• Revising the telemarketing code

Other goals and activities

• (Promoting) cleaning up telephone databanks via the ‘don’t phone me’ register 
• Investigating the possibility of a benchmark for the management of complaints 
• Formulating quality requirements for contact service

External contacts
The Netherlands

• VNO-NCW (Confederation of Netherlands Industries and Employers) 
• Ministry of Economic Affairs 
• Postfilter Foundation 
• ‘Don’t phone me’ register Foundation 
• OPTA (Independent Post and Telecommunication Authority)

Europe

• European Commission 
• EMOTA (European E-Commerce and Mail Order Trade)

Members of the Working Group on Customer Contact:
Eric Haverkort (Otto), Chairman
Léon Mölenberg (Thuiswinkel.org), Secretary
Arno Agterberg (bol.com) 
Cindy de Bont (Ohra) 
Ellen Boone (Wehkamp) 
Wim van der Kooy (ECI) 
Josine Luyten (Yves Rocher) 
Willem de Ruiter (Neckermann.com) 
Veronica Zegers (Klingel)