Treating Customers Fairly

I was at the Royal Institute of British Architects (RIBA) today for an open meeting organised by the Direct Marketing Association (DMA)'s Contact Centre Council (of which I am a proud member). The event was very much themed around respect for customers and consumers in a number of different areas - nicely summed up by the FSA's Victoria Stubbs' presentation on Treating Customers Fairly. This is an FSA initiative about being open and straightforward with customers and rung true with the PhonePayPlus presentation on regulating 0871 numbers and the DMA Contact Centre Council's very own Manifesto for Telemarketing.

Worthy initiatives all (I'm particularly pleased to be part of the DMA's effort) and it struck me that for the 130 or so people in the hall, openness and respect for customers was clearly at the heart of what we do and believe. The only negative aspect was the thought that such a variety of initiatives are necessary at all is only due to the clear reality that the rights and livelihoods of customers are not considered important by some - hence the need for the regulation and the calls for good practice.

The Contact Centre Council will be having an open meeting on April 16th in central London to start work on a guide to best practice in telemarketing to consumers and would love to have practicioners along. Please contact me (via the Callmedia Website) or the DMA directly. Would be great to have you there.