1. In applying to join the Call Centre Management Association (UK), every member of the Association is bound, under the Articles of Association, to ‘observe all the rules, bye-laws, and regulations of the Association’. The rules of ethical practice set out below were approved by the CCMA’s Board on 23rd April 2008 and are binding on members.

2. The case of any member reported to have breached any rule of the Association will be investigated by a Disciplinary Committee appointed by the Board; where a case is proven, a member may, depending on the circumstances and the gravity of the charge, be admonished, suspended from membership or removed entirely from membership. Cases in which members are found to be in breach of the Code may be notified in the publications of the Association.

3. Members are expected never improperly to use their authority or office for personal gain and shall seek to uphold and enhance the standing of the contact centre management profession and the Association by:

(a) maintaining an unimpeachable standard of integrity in all their business relationships both inside and outside the organisation in which they are employed;

(b) fostering the highest possible standards of professional competence amongst those for whom they are responsible;

(c) making the best possible use of the people and finance for which they are responsible so as to provide the maximum benefit to their organisation;

(d) complying both with the letter and the spirit of the law of the country in which they practise.

(e) rejecting any business practice, the propriety of which might be open to doubt.

4. In applying these precepts, members should follow the guidance set out below:

(a) Declaration of interest. Any personal interest that may impinge on a member’s impartiality in any matter relevant to his or her duties should be declared.

(b) Confidentiality and accuracy of information. The confidentiality of information received in the course of duty should be respected and should never be used for personal gain; information given in the course of duty should be true and fair and never designed to mislead.

(c) Competition. While bearing in mind the advantages to the member’s employing organisation of maintaining a continuing relationship with customers, any arrangement which might, in the long term, prevent the effective operation of fair competition, should be avoided.

(d) Business gifts and hospitality. Members should not accept gifts or hospitality which might or which might be deemed to compromise their business decisions. As a guide, members should accept gifts of only small intrinsic value; and hospitality, the scale and frequency of which should not be significantly greater than they or their employers would be likely to provide in return.

(e) When any doubt is felt to exist between what is and is not acceptable in terms of gifts or hospitality, the offer should be declined or advice sought from the member’s superior.

5. Advice on any aspect of the precepts and guidance set out above may be obtained on written request to the CCMA (UK)