Industry Charter definition

In addition to the glossary term below,  ACXPA Members also have access to a range of additional resources, including our Member Symposiums & Video Library, premium resources to download, exclusive industry insights & data, discounted training courses and lots more!

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Industry Charter

An Industry Charter is typically published by Industry Bodies and/or Industry Associations to outline key industry commitments to members, customers and the general public.

What is an Industry Charter?

Whilst there are no hard and fast rules for what must be included, we’ve listed key sections that are often included:

  1. Vision/Mission (High-Level purpose of the association/body)
  2. Key commitments (objectives of the association/body)
  3. What you can expect from the association/body
  4. What they need from you
  5. Feedback and complaints (where to direct any concerns)

It’s typically an expectation (and often legal requirement) that members of the Industry Association adhere to the commitments in the Industry Charter or face expulsion from the Industry Body.

Some however opt for a softer approach requiring members to make a pledge to work towards the commitments/objectives.

The Industry Charter is typically available for viewing and/or download on the website.

CX Roundtables - Upcoming Guest

Live and interactive sessions for customer experience professionals in Australia.

Upcoming CX Roundtable Steven Arnold bw

Contact Centre Manager Roundtables - Upcoming Guest

Live and interactive sessions for contact centre professionals in Australia.

Upcoming Contact Centre Roundtable - Scott Wooden

Next Members Symposium Livestream: Tuesday, 21st May, 2024, 13:30 AEST

The Members Symposium sessions are only available to ACXPA Members! 

ACXPA Members can watch the symposium live, and, can watch any of the sessions at any time in their Video Library. 

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Preview of upcoming Symposium Sessions:

Nadine Power, ACXPA National Advisory Board Member

IVR Best Practice

Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.

Presented by Nadine Power, Chief Product Officer, Datagamz (and ACXPA National Advisory Board Member)

ACXPA National Advisory Board Member Simon Blair

Tips to Boost Engagement on Calls

Of the five quality competencies we assess as part of the Australian Call Centre Rankings, the 'ENGAGE' competency from the Australian Contact Centre Quality Standards has consistently been at the bottom of the rankings throughout 2023 and into 2024.

In this session, Simon will provide some tips that can be shared with agents on how to increase engagement with customers at the start of calls.

Presented by Simon Blair, General Manager Quality Insights, ACXPA

More sessions announced soon! 

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