• to actively promote continuous professional development of contact centre professionals.
• to provide professional standards and skills recognition.
• to provide research and benchmarking data and to provide a forum for knowledge sharing and networking across the industry.

The CCIA attributes its existence to the support of willing and contributing members made up of professionals representing the interest of the call centre industry. By this token, the CCIA and its governing representatives are committed to undertake responsibilities to preserve and promote the interests of CCIA members.

The CCIA is comprised of representatives and interest groups of the affected industry and is bound by its intent to deliver benefits to the industry. The CCIA is initiated by industry members, and therefore, shall be for the industry to gain

As the call centre industry is required to deal with the general public and places, as one of its objective, to better manage customers, it is necessary that members bear in mind the needs and sentiments of the public. The CCIA is responsible to ensure that members conduct themselves with utmost professionalism and that the general public is informed of the right conduct. It is expected that the CCIA shall eventually be placed in a position to adjudicate for service providers and customers

The CCIA is a non-profit organization maintained to provide services to its members and the industry. Such services may come in the form of: provision of information, industry and market surveys; training; consultation; public service; and support.

The CCIA undertakes, as part of its on-going aim to raise the awareness and standards of the call centre industry and business applications, to provide members and non-members alike with open forums, seminars, training workshops and research documents. Educational activities organized by CCIA shall bear in mind the needs of the industry and individuals and provide forums pitched at different levels

Members and office holders of the CCIA shall be mindful at all times that should they carry out responsibilities on behalf of the CCIA or in their professional capacity as representatives of the call centre industry, they shall conduct themselves in the most appropriate manner. Behavior such as deceit, poor integrity, professional misconduct, will deem the individual or groups guilty of such behavior counter to the spirit of the CCIA. Disciplinary measures shall be meted according to the stipulations of the constitution

The image which the CCIA projects is one of professionalism, integrity, competence, service and accessibility. Members undertaking any duty on behalf of the CCIA shall be mindful of personal bearing, behavior and professional attitude

The CCIA sets as one of its aims the desire to develop self-regulating standards. This shall apply to both standards pertaining to the development of the call centre industry and standards pertaining to the conduct of the CCIA. Members shall bear in mind the need to maintain the necessary high standards in any event or activity that is organized under the auspices of the CCIA

In enforcing the quality and standards and cultivating best practices within the CCIA and the industry which the CCIA serves, recognition can be accorded. It is through wide recognition that the CCIA is able to develop and improve

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