I agree with Rene. Most employers has a “Code of Business Conduct” in addition to the Vision and Mission statements. Concern is that this are ussually never revised/follow up on regular basis, hence a way can be investigated to link them into a Call Center Charter.
On the other side, there is an opportunity to establish/draw a Service Level Agreementwith all the business units that the Call Center interface with on regular basis. The agreement needs to be signed off by “all” top level management, and be pro actively espoused as such!
Service Level Agreement in this case would encompass all from Recruitment to Service Delivery including Support Services!
i would feel this will balnce the scale somewhat