Code of Conduct
General Standards for Members
1 Undertakes to observe this Code of Conduct, Code of Ethics, Articles of Association, and any other article or amendment which shall be incorporated into it through a majority vote of the Members of the Association which includes but is not limited to the following standards
2 Accepts a positive duty to observe the highest standards in the member’s business practice and in the practice of providing professional Contact Centre and Customer Care Consulting; promote the benefits of good contact centre operations in all dealings; and improve the general understanding of professional contact centre and customer care ‘Best Practice’.
3 Undertakes to observe this Code of Conduct, Code of Ethics, Articles of Association, and any other article or amendment which shall be incorporated into it through a majority vote of the Members of the Association.
4 Accepts a positive duty to observe the highest standards of contact centre and customer care consulting; promote the benefits of good contact centre operations and practice in all the member’s dealings; and improve the general understanding of professional contact centre and customer care operations.
5 Adheres to the highest standards of accuracy and truth, avoiding extravagant claims and unfair comparisons and gives credit for ideas and words borrowed from others.
1 Safeguards the confidences of both present and former clients. The member shall not disclose or use these confidences to the disadvantage or prejudice of such clients or to the financial advantage of the Member, unless the client has released such information for public use, or has given specific permission for its disclosure, except upon the order of a court of law.
2 Through the member’s principals and staff collectively or individually, shall not misuse information regarding its clients’ business for financial or other gain.
3 Shall be free to represent the member’s capabilities and services to any potential client, either on its own initiative or at the behest of the prospective client, provided that in so doing it does not seek to break any existing contract or detract from the reputation or capabilities of any consultancy already serving that client.
Fees and Income
1 Shall not guarantee the achievement of results which are beyond the member’s direct capacity to achieve or prevent.
2 Shall be free to accept fees, commissions or other valuable considerations from persons other than a client, provided relevant arrangements are disclosed to the client.
3 Shall not knowingly pay fees or give personal commissions which lead to unethical behaviour on the part of others.
4 Shall be free to negotiate with clients’ terms that take into account factors other than hours worked and seniority of staff involved, as long as they do not conflict with ICCCA’s Code of Ethics. These special factors have regard to all circumstances of the specific situation and level of service required.
5 Shall inform a client of any shareholding or financial interest held by the Member or any of its principals, shareholders or employees, in any business whose services it recommends or uses on behalf of a client.