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TELEMARKETING GUIDELINES FOR THE
  FINANCIAL INDUSTRY IN SINGAPORE




                                    1
About CCAS
•   The Contact Centre Association of Singapore (CCAS) is a not-for-profit organization with
    representation...
What are the Guidelines

“They are a set of non-regulatory industry
  accepted benchmarks meant to create a
     common un...
The purpose

“The purpose is to develop and enhance the
  image and professionalism of the conduct
   of telemarketers in ...
Guidance

“These guidelines are meant to provide
general guidance, and are not intended to
    replace or override any leg...
CCAS Role

   “CCAS will act as the owner of the
guidelines with the purpose of maintaining,
   revising and developing th...
General Public guidance

“ The guidelines can be downloaded from
   www.ccas.org.sg for general guidance,
   CCAS does not...
The Industry backers

  • The Association of Banks in Singapore
   • The General Insurance Association of
                ...
FAQ
•   What is Telemarketing? Telemarketing is defined as the act of selling, promoting, or
    soliciting a product or s...
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Microsoft PowerPoint - CCAS Presentation on Telemarketing ...

  1. 1. TELEMARKETING GUIDELINES FOR THE FINANCIAL INDUSTRY IN SINGAPORE 1
  2. 2. About CCAS • The Contact Centre Association of Singapore (CCAS) is a not-for-profit organization with representation from industry members who have a genuine passion to see the industry succeed and prosper. • The CCCS started from a concept back in late 1998 when a group of professionals from the call centre industry came together for regular networking meetings. The vision of this group was to build an association for a fledgling industry that would help and support its member base. • Singapore has an open door business policy which encourages the setting up of contact Centres through a number of financial incentives. These incentives, coupled with competitive telecommunication rates, multilingual skills, excellent infrastructure and a pro-business government, make Singapore one of the most attractive locations for contact centre operations in the region. • The primary focus of the CCAS is to aid the development of skills within and knowledge of the contact centre industry, and the maintenance of professional standards by those who participate in it. • As the representative organization for the contact centre industry, CCAS will continue to build a vibrant community of contact centre professionals and excellent contact Centres in Singapore .
  3. 3. What are the Guidelines “They are a set of non-regulatory industry accepted benchmarks meant to create a common understanding of baseline behavior and conduct when engaging in telemarketing of financial products and services in Singapore”
  4. 4. The purpose “The purpose is to develop and enhance the image and professionalism of the conduct of telemarketers in Singapore as well as acting as a guideline to the community at large”
  5. 5. Guidance “These guidelines are meant to provide general guidance, and are not intended to replace or override any legislative provisions nor any internal standards within Industry organizations already in place and deemed inline with- or above and beyond of these”
  6. 6. CCAS Role “CCAS will act as the owner of the guidelines with the purpose of maintaining, revising and developing these when deemed necessary”
  7. 7. General Public guidance “ The guidelines can be downloaded from www.ccas.org.sg for general guidance, CCAS does not entertain calls from the general public such as complaints or questions on individual organizations compliance”
  8. 8. The Industry backers • The Association of Banks in Singapore • The General Insurance Association of Singapore • The Insurance and Financial Practitioners Association of Singapore
  9. 9. FAQ • What is Telemarketing? Telemarketing is defined as the act of selling, promoting, or soliciting a product or service over the telephone as a form of a campaign or mass marketing strategy • What is meant by an unsolicited call? An unsolicited call is defined as any call made otherwise than with express invitation of the person called upon • Can these guidelines be enforced? The guidelines are industry baseline benchmarks and are as such not enforceable by CCAS other than inline with CCAS association bylaws and code of conduct • Isn’t there a need for enforcement? The Financial Industry is governed by the laws of Singapore and industry acts enforced by the MAS and Ministry of Finance which would cover the need for enforcement. • I don’t see any mentioning of General public and their role? The guidelines focuses on conduct, procedure and business practices of the industry and telemarketers working within it and is not meant as a general public guideline. The general public can however learn of the standards driving this industry through reading the document. • Who do I call if I have a complaint? As a general consumer you should follow normal routes of registering complaints, you cannot complain via the CCAS! • Can I call the CCAS with my complaint? No, we do not entertain general public complaints about conduct within the financial industry. Kindly consult the guidelines for further details

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