The members of KSF have agreed to the proposal to amend the articles of association. Of the members present, 76% voted in favour. A two-thirds majority of the votes cast was required to amend the articles of association. With the amendment of the articles of association, the formal requirement that the chairman of KSF must always have an in-house background also lapses.

 

The bylaws stipulate that the chairperson preferably comes from the in-house member group. They also stipulate that members will have more influence and say in determining the profile and selection of the chairperson.

According to the KSF, a number of members have “expressed concerns about the profile of KSF if a chairman from suppliers or facility contact centers were to be elected in the future,” according to the KSF. KSF chairman Ramón Delima, who is pleased with the involvement of the members in this discussion, says in a statement: “Of course we take these concerns very seriously. It is not without reason that something is laid down about this in the internal regulations. At the same time, we do not think it is right to exclude certain member groups or candidates in advance. Let us not forget that every chairman, just like every other board member, must always focus on the interests of the association and its members.”

More influence

“Members decide who will be the chairman. Members will soon have more influence on the new process, which will be moved from the articles of association to the internal regulations,” says Roel Masselink, director of KSF. “Members elect the chairman. Until recently, the board made a nomination and members were allowed to vote on it. In the new situation, the profile will also be presented to the members, who may also amend it.” The draft internal regulations will be presented to the members next spring. After the amendments, it will be introduced at the AGM.

The KSF statement emphasizes that the KSF will focus even more explicitly on in-house customer contact organizations in the coming year. For example, KSF will help them to have the right conversation with decision-makers within their own organization about the value that customer contact adds to the organization. “Bringing this to the fore and pointing out the importance of KSF membership to in-house organizations is a responsibility of all of us,” says Delima, who also explicitly addresses the members who had expressed their concerns. Earlier, Delima told Ziptone his concerns about the difficult growth of the number of members. (Customer Service Federation, Ziptone)

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