Work ethics in a call centre?

Answer 1

Call centre ethics depends upon the individual call centres itself. But broadly speaking, it can be rationalized as follows.

1. Honesty- the offers must be stated clearly & honestly so that the customer is clear about what he's committing to and also you are clear about what you have committed to yourself.

2. Proper Identification - call centre agents must state on whose behalf they are talking or from which company they are talking along with their name in opening line.

3. Purpose of the Call - agent must disclose why he/she is calling asap in conversation.

4. Hours of Operation - Outbound Calls to either business or consumer must not be placed during hours that are unreasonable that is before 8:00am or after 9:00pm(local time at called party's location).On Saturdays no calls should be placed before 10:00am or after 9:00pm. On Sundays no calls are suggested before 12:00 noon. No calls should be made on public or religious holidays. The tsr must be considerate and sensitive to any inconveniences caused during weekend calling.

Inbound Calls -The timing of inbound call is determined by the customer and the offer or agreement of the service provider.

5. Training - all telemarketing representatives must be given adequate training in professional telemarketing skills and adhere to authorized script and general ethical rules.

6. Privacy - Telemarketing technology enables the collection and exchange of personal information on an unprecedented scale everyday. There is an increased risk for violating the privacy of individuals or groups. It is the responsibility of the teleprofessional to maintain the privacy and integrity of all data describing individuals. This includes taking precautions to ensure the accuracy of the data collected as well as protecting it from unauthorized access or accidental disclosure to inappropriate individuals.

7. Integrity - Honoring one's commitments;for the teleprofessional this includes honoring contracts, agreements, and assigned responsibilities.

8. Respect - Respect for ourselves, respect for others, and respect for our environment.

9. Testimonial

Any testimonial given by a marketer will be accurate and with permission of the original source i.e. the company they are marketing for

10. Client Privacy - TSR will remove a customers name from a call list when asked to do so. without rheir consent coz they hhave listed number don't disturb them.

11. Minor Relations - Marketers will use common sense and discretion when talking to children. They will be sensitive to the age targeted along with the knowledge and maturity of this demographic.