Chapter I: General Principles
1 The name of this organization is: China Call-Center
& CRM Association, short named CNCCA. It is
a subsidiary of China Chamber of Electronic Commerce,
short named CCEC, and a supporting organization
to the Ministry of Information Industry of China,
short named MII, in the latter¡¯s efforts to regulate
the call center/CRM sector.
2 The location of CNCCA is in Beijing.
3 CNCCA is a nationwide organization voluntarily
constituted by service providers, equipment manufacturers
and vendors, service and equipment users in the
call center, CRM and contact center services industry,
as well as organizations and individuals that are
concerned with the development of the call center/CRM
sector of China. It is a duly registered body under
the leadership of China Chamber of Electronic Commerce
(CCEC) in its business operations, and under the
guidance of the Division of Economic Structure Reform
& Economic Operation, MII.
4 The objectives of CNCCA
are: unite all the organizations and individuals
engaged in the construction and development of the
call center/CRM sector of China; stick to the reform
and open policy; implement the government¡¯s policies
for developing market economy; apply the principles
of socialist market economy; facilitate exchanges
and reinforce connections with international counterparts;
and boost the construction and development of the
call center/CRM sector of China.
5 The ultimate aim of CNCCA is to help incubate
and construct an electronic commerce system that
is consistent with the socialist market economy.
Chapter II: Tasks
6 CNCCA Functions as a
bridge and nexus between its members and the government
and carries out the following tasks: assisting relevant
government bodies to service, guide, coordinate,
consult with and supervise the call center/CRM sector;
promoting law obedience of its members; defending
lawful rights of its members; submitting opinions
and reasonable requests to the government on behalf
of its members; seeking solutions to the sector¡¯s
common problems; and lobbying for policies conducive
to the call center/CRM sector.
7 CNCCA assists the relevant
regulatory department of MII to regulate the call
center/CRM sector and acts as a supporting body
for the latter.
8 CNCCA conducts the following activities: organize
reporting sessions and lectures on market and industry
development; organize exchange events among members;
training marketing and management personnel for
the call center/CRM sector; and conduct research
and investigation to provide information and consulting
for members to develop business and make strategic
decisions, as well as for government departments
to form policies related to the call center/CRM
sector.
9 CNCCA coordinates the
relations among its members, provides legal services
for its members, and promotes self-discipline in
the call center/CRM sector. Through a self-disciplinary
mechanism of dialogue, coordination and customary
practice, it prevents unfair competition between
members and promotes a healthy market environment.
10 CNCCA promotes integrity
and law obedience in the call center/CRM sector,
helps to stem fake products and inferior services,
restrains its members from doing any business that
is against the law, and upholds consumer rights.
11 CNCCA organizes and
conducts rating among its members.
12 CNCCA also carries
out other tasks assigned by MII or CCEC.
Chapter III: Members
13 Any entity that is
willing to observe this charter, attend events organized
by CNCCA, and pay a member fee, and belongs to the
call center/CRM sector, is eligible for the CNCCA
membership. Members of CCEC are also eligible as
long as they belong to the call center/CRM sector.
CNCCA will also enlist some prestigious individuals
to be its honorary members.
14 The application procedure:
Any entity that applies for CNCCA membership must
submit an application letter in written to CNCCA,
await approval of the working conference of CNCCA,
before it becomes a formal member of CNCCA. Under
special circumstances membership can be directly
approved by the Chairman of CNCCA.
15 Under the principle
of voluntary entry and exit, any member that applies
to exit from CNCCA should submit an application
letter in written form to CNCCA 6 months in advance,
await approval of the working conference of CNCCA
and announcement to all members, before it stops
to be a CNCCA member.
16 Any member that doesn¡¯t
observe this charter, fails to perform member duties,
refuses to carry out CNCCA resolutions, severely
disobeys the law, causes damages to other members
of CNCCA, or declines to take assignments of CNCCA,
will be deprived of membership subject to approval
of CNCCA working conference. Failure to attend CNCCA
events or pay member fee for 2 years will be regarded
as automatic exit from CNCCA; announcement will
be made to all members regarding such exit.
17 CNCCA members enjoy
the following rights:
(1) All members are equal, enjoying equal rights
and performing equal duties.
(2) Members attend to and approve CNCCA working
reports.
(3) Members enjoy voting rights, and the right of
electing and being elected.
(4) Members participate in forming and modifying
the CNCCA Charter.
(5) Members can attend all meetings, training sessions,
theme reports and other events organized by CNCCA.
(6) Members have access to all information collected
by CNCCA, and consulting services regarding business
and the law.
(7) Members can raise questions about the operation
of CNCCA, and submit constructive suggestions regarding
the healthy development of CNCCA.
(8) Members enjoy the right of monitoring and criticizing
the work of CNCCA officials.
(9) Members enjoy the right of asking CNCCA for
assistance and protection when their legal rights
are threatened.
18 Members are required to perform the following
duties:
(1) Members should observe the CNCCA Charter as
well as other regulations and institutions of CNCCA.
(2) Member should submit reports and market information
to CNCCA as appropriately required.
(3) Members should support the operation of CNCCA,
and diligently perform CNCCA resolutions and assignments.
(4) Members should play active roles in CNCCA events
and build wide connections inside and outside CNCCA;
members should respect agreement signed between
CNCCA on behalf of all members and any third party;
members should make efforts to promote the name
and expand the influence of CNCCA, and must not
do anything that damages the name of CCEC, the name
of CNCCA, or the benefit of either.
(5) Members should pay member fees on time.
Chapter IV: Organization and Institution
19 The highest power body
of CNCCA is the CNCCA Working Conference (CWC).
Between the CWC sessions a working panel, comprised
of the director, the deputy director and chief secretary
of CNCCA, will resume the leading functions and
perform the daily operations of CNCCA. The CWC is
held annually, and addresses important issues. Resolutions
of CWC are subject to approval of CCEC.
20 CWC performs the following
functions:
(1) Discusses and determines the policies, tasks
and regulations of CNCCA.
(2) Attends to and approves the working reports
of CNCCA.
(3) Discusses important issues of CNCCA and forms
resolutions.
(4) Forms and modifies the CNCCA Charter, and supervises
the implementation of the CNCCA Charter.
(5) Participates in activities and events sponsored
by CCEC.
21 The operation group
of CNCCA includes the director, the deputy director,
the chief sectary, and a number of deputy chief
sectaries. The director, the deputy director, the
chief sectary are elected by CWC, and approved by
CCEC; the term of these positions is 4 years under
usual conditions, and no limit is set as to reelection.
22 CNCCA will enlist a
number of honorary directors and consultants when
it considers appropriate and approved by CWC.
Chapter V: Daily Operation Office
23 The Secretary Department of CNCCA (SDC) is responsible
for the daily operations of CNCCA. The SDC is under
direct leadership of Chief Secretary of CCEC, and
is managed by the Chief Secretary of CNCCA aided
by deputy chief secretaries. The SDC can employ
full time workers when it deems necessary. The SDC
performs the following tasks:
(1) Collects member opinions, and proposes and modifies
the CNCCA Charter draft.
(2) Organizes the implementation of CNCCA resolutions
and tasks.
(3) Drafts working reports and other documents of
CNCCA.
(4) Reports incomes and expenditures of the previous
year to the CWC, and proposes budget for the next
year.
(5) Drafts opinion papers on import issues that
need to be discussed on the CWC.
(6) Mediates and coordinates possible disputes between
members, and organizes legal services for members
in need.
(7) Collects and disseminate information, and organizes
consulting services for members.
(8) Organizes and guides business operations for
CNCCA members.
(9) Performs other assignments of MII and CCEC.
Chapter VI: Financial Management
24 The financial affairs
of CNCCA are administered by the SDC, which reports
to CCEC. The SDC is required to report to CWC the
incomes and expenditures of CNCCA, as well as provide
regular reports to CNCCA members about the financial
conditions of CNCCA.
25 The income sources
of CNCCA are: member fees, donations from members,
and proceeds from events. All these incomes are
used to cover CNCCA events and daily operations.
26 The standard member
fee is: RMB Yuan per year; the member fee for director
(deputy director) is: RMB Yuan per year.
27 The budget of CNCCA
should be approved by the CWC before it can be executed.
The final accounts will be audited by CNCCA and
reported to the members.
Chapter VII: Supplementary
Provisions
28 Whenever a conflict
arises between the CNCCA Charter and the law of
the PRC, the latter always prevails.
29 This charter is discussed
and passed by the Representative Conference of CNCCA,
and is implemented after being approved by relevant
government departments.
30 The right of
explanation of this charter belongs to the CWC.
