ABOUT US

Satisfaction. Trust. Positivity.

Chartered Institute of Customer Management is a global customer service and call centre organization currently represented in three continents through its global implementation and certification partnership network.

CICM aims to inspire the achievement of the highest standards of professionalism in all aspects of customer service in every international market.

Our Vision

”To advance the practice of customer management, develop people, standards, call centre industry, and promote excellence in service delivery.”

Aim

”CICM aims to inspire the achievement of the highest standards of professionalism in all aspects of customer service in every international market.“

We
Believe in
Quality &
Standards.

The CICM sets as one of its aims the desire to develop self-regulating standards for organisations. This shall apply to both standards pertaining to the development of the call centre/customer service industry and standards pertaining to the conduct of the CICM members.

OUR GUIDING PRINCIPLES

Public Interest

As the customer services and call centre industry is required to deal with the general public to better manage customers, it is necessary that members bear in mind the needs and sentiments. The CICM is responsible to ensure that students and members conduct themselves with utmost professionalism and that the public is informed of the right conduct.

Recognition

In enforcing the quality and standards and cultivating best practices within the industry in which the CICM serves, recognition through Annual Customer Service Excellence Awards will be accorded. It is through wide recognition that the CICM is able to develop and improve the standards of the industry.

Progress

The CICM shall position itself in the forefront of development and progress. It is the responsibility of office holders, students and members to continually keep abreast with market, technology, human resource and operational issues. Inertia, complacency and stagnation run counter to the entire CICM philosophy.

Education

The CICM undertakes, as part of its on-going aim to raise the awareness and standards of the call centre and customer service industry and business applications, to provide members and non-members alike with customer service open forums, seminars, training workshops and research documents.

Service

CICM is maintained to provide services to its students, customers and the industry. Such services may come in the form of: vendor supplier information, provision of other crucial information, industry and market surveys; training; consultation; public service; and support.