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Declaration

Declaration of Methodological Independence and Impartiality

The greatest capital a certification and registration authority holds is its spotless independence and its objective impartiality. CHCO.tc™ undertakes, to international governance standards, that no commercial, academic or institutional influence will bear on it while it measures an organization's level of human-centricity.

These are the core principles we apply to protect our credibility and our impartiality:

1

A Strict Separation of the “Standard-Setter” and the “Consultancy”

CHCO.tc™ is an independent standard-setting and certification authority.

  • It never sells process design, restoration or consultancy to organizations itself.
  • Tailorsons & Co. is the founder of the methodology the certification rests on. But CHCO.tc™, which sets and audits the standards, and every body that provides consultancy to organizations are entirely separate, administratively and in their decision-making.
2

Unconditionality and Equal Treatment

No consultancy firm and no organization is given any privilege in a CHCO.tc™ certification process:

  • Having bought services from any consultancy firm, Tailorsons & Co. included, carries no guarantee of receiving a CHCO.tc™ certificate.
  • Equally, an organization is under no obligation to buy any particular consultancy service in order to be certified by CHCO.tc™.
3

Cross-Verification with DOMINE™ That Cannot Be Manipulated

The CHCO.tc™ audit system is built on a mathematical structure that does not let organizations dress up their own internal surveys or declarations:

  • Measurement is cross-verified from three different angles: the Management Declaration, the Employee Data, and the Customer and Stakeholder Experience as it is actually lived in the call centre, at delivery or in the field.
  • Because the reality of the customer and stakeholder experience cannot be manipulated, certification decisions rest entirely on objective data.
4

The “CHCO.tc™ Candidate” Window and the Confidentiality Guarantee (NDA)

Organizations that fall below the required threshold score in an audit are not eliminated, not disclosed publicly and not punished:

  • The whole process is secured by a strict Non-Disclosure Agreement (NDA).
  • The organization receives an objective Invisible Friction Report setting out where it falls short, and is given a 6 to 12 month “CHCO.tc™ Candidate” restoration window.
  • Not handing out certificates as favours is what keeps the standing and the value of the CHCO.tc™ badge at its highest in the market.
5

Arbitration by the Independent Advisory Board

Certification standards and any certification file under appeal are audited by the independent Strategic Advisory Board of academics and industry leaders. The CHCO.tc™ management cannot change a certification decision unilaterally.

Related pages

Independent Advisory & Standards Board

The independent board that audits the standards and any file under appeal.

See the board

Mission and Governance Principles

The CHCO.tc™ mission and its four governance principles.

Read the principles

Founding Methodology Partner: Tailorsons & Co.

The founding partner of the methodology and the scope of the work.

See the partner