{"id":27352,"date":"2025-12-08T13:40:43","date_gmt":"2025-12-08T12:40:43","guid":{"rendered":"https:\/\/pegamento.nl\/ksf-code-of-responsible-market-conduct\/"},"modified":"2026-06-03T15:28:36","modified_gmt":"2026-06-03T13:28:36","slug":"ksf-code-of-responsible-market-conduct","status":"publish","type":"page","link":"https:\/\/pegamento.nl\/en\/ksf-code-of-responsible-market-conduct\/","title":{"rendered":"KSF Code of Responsible Market Conduct"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"27352\" class=\"elementor elementor-27352 elementor-23311\" data-elementor-settings=\"{&quot;ha_cmc_init_switcher&quot;:&quot;no&quot;}\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4472369d e-flex e-con-boxed e-con e-parent\" data-id=\"4472369d\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;slideshow&quot;,&quot;background_slideshow_gallery&quot;:[{&quot;id&quot;:27353,&quot;url&quot;:&quot;https:\\\/\\\/pegamento.nl\\\/wp-content\\\/uploads\\\/2025\\\/12\\\/klantenservice-federatie-header-2558x1100_2140_920.webp&quot;}],&quot;background_slideshow_loop&quot;:&quot;yes&quot;,&quot;background_slideshow_slide_duration&quot;:5000,&quot;background_slideshow_slide_transition&quot;:&quot;fade&quot;,&quot;background_slideshow_transition_duration&quot;:500,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-afad2d6 e-grid e-con-full e-con e-child\" data-id=\"afad2d6\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-1e920b5 e-con-full e-flex e-con e-child\" data-id=\"1e920b5\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5af81545 elementor-widget elementor-widget-heading\" data-id=\"5af81545\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">KSF industry code for customer contact<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2b8fc36f elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"2b8fc36f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Code for transparency, fair pricing, respect and good working conditions in customer contact.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-38e48db9 e-con-full e-flex e-con e-child\" data-id=\"38e48db9\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2db29b57 elementor-align-left elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-mobile elementor-widget elementor-widget-button\" data-id=\"2db29b57\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#link-whipa\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"hm hm-arrow-right1\"><\/i>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Download whitepaper<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4f64505f elementor-align-left elementor-widget elementor-widget-button\" data-id=\"4f64505f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/pegamento.nl\/en\/contact-2\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"hm hm-arrow-right1\"><\/i>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Contact<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7e517e1 e-flex e-con-boxed e-con e-parent\" data-id=\"7e517e1\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-f2675d1 e-con-full e-flex e-con e-child\" data-id=\"f2675d1\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-4e40fc0 e-con-full e-flex e-con e-child\" data-id=\"4e40fc0\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-0ebac16 e-con-full e-flex e-con e-child\" data-id=\"0ebac16\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-ed13075 e-con-full e-flex e-con e-child\" data-id=\"ed13075\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4923475 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"4923475\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Responsible customer contact<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-21e8d10 e-con-full e-flex e-con e-child\" data-id=\"21e8d10\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-c5b4c75 e-con-full e-flex e-con e-child\" data-id=\"c5b4c75\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4793c94 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"4793c94\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"0\" data-end=\"440\">Pegamento is an active member of the Customer Service Federation (KSF) and, as part of its <a href=\"https:\/\/pegamento.nl\/mvo\/\">CSR strategy<\/a>, fully endorses the KSF Code of Responsible Market Conduct. With this code, we and other KSF members take an important step towards a stronger, healthier and future-proof customer contact chain. The code combines for the first time clear, common standards and practical tools for fair and sustainable cooperation within the world of customer contact. As Pegamento, we feel co-responsible for this chain and turn the code into concrete behavior, choices and solutions for our customers.   <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b852133 elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-mobile e-flex e-con-boxed e-con e-parent\" data-id=\"b852133\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-ff4b44f e-con-full e-flex e-con e-child\" data-id=\"ff4b44f\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-adb3afd e-con-full e-flex e-con e-child\" data-id=\"adb3afd\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-d79ac90 e-con-full e-flex e-con e-child\" data-id=\"d79ac90\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e3e70ae elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"e3e70ae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">KSF Code of Responsible Market Conduct<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9d2744d e-con-full e-flex e-con e-child\" data-id=\"9d2744d\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-4ae7131 e-con-full e-flex e-con e-child\" data-id=\"4ae7131\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9ee0d87 elementor-widget elementor-widget-text-editor\" data-id=\"9ee0d87\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h3><span style=\"color: #ffffff;\">1. Why this code?<\/span><\/h3><p>We want business to be conducted responsibly in the customer contact industry. In this, the code is a tool for collective learning and improving together. <\/p><h3><span style=\"color: #ffffff;\">2. What does the code apply to?<\/span><\/h3><p>The code applies to:<\/p><ul><li>Outsourcing customer contact services;<\/li><li>hiring and loaning customer contact staff;<\/li><li>collaborating with suppliers in the customer contact chain.<\/li><\/ul><p>It does not matter where in the world the work is performed.<\/p><h3><span style=\"color: #ffffff;\">3. Who does the code apply to?<\/span><\/h3><p>KSF members are bound by this code. Other parties may also commit to this code. <\/p><h3><span style=\"color: #ffffff;\">4. How does the code work?<\/span><\/h3><p>You apply the standards in the code or &#8211; if that is temporarily not possible &#8211; you explain transparently and substantiated why not. You commit to a quality improvement plan. <\/p><h3><span style=\"color: #ffffff;\">5. What should you stick to?<\/span><\/h3><p>You adhere to applicable laws and regulations. In addition, you apply the standards and core principles listed here. <\/p><h3><span style=\"color: #ffffff;\">6. Questions or concerns about compliance?<\/span><\/h3><p>Questions and signals about the Code are handled by the Sector Council. The Sector Council can be reached at sectorraad@klantenservicefederatie.nl. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ffaa926 e-con-full e-flex e-con e-child\" data-id=\"ffaa926\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f24f879 elementor-widget elementor-widget-heading\" data-id=\"f24f879\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What are the core principles of the KSF Code of Responsible Market Conduct?<\/h2>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-dc21515 e-con-full e-flex e-con e-child\" data-id=\"dc21515\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-d45697f e-grid e-con-full e-con e-child\" data-id=\"d45697f\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-b025aef e-con-full e-flex e-con e-child\" data-id=\"b025aef\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-740d2cc elementor-widget elementor-widget-heading\" data-id=\"740d2cc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Transparency and integrity\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-438e7a6 elementor-widget elementor-widget-text-editor\" data-id=\"438e7a6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>We are open about goals, agreements and choices. Criteria in tenders and contracts are objective, verifiable and focused on cooperation. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-938cfed e-con-full e-flex e-con e-child\" data-id=\"938cfed\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-568ffa0 elementor-widget elementor-widget-heading\" data-id=\"568ffa0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Quality and fair price\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1de4d3b elementor-widget elementor-widget-text-editor\" data-id=\"1de4d3b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>We seek a balance between price and quality. Rates should never be the origin or cause of unhealthy workloads, inadequate customer experience or unhealthy business practices. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-80650de e-con-full e-flex e-con e-child\" data-id=\"80650de\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8c4192c elementor-widget elementor-widget-heading\" data-id=\"8c4192c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Respect and equality<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2973a04 elementor-widget elementor-widget-text-editor\" data-id=\"2973a04\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Every employee &#8211; owned or hired &#8211; deserves the same treatment, facilities and opportunities. Unequal treatment is actively prevented. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c2d5dac e-con-full e-flex e-con e-child\" data-id=\"c2d5dac\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-beaabbe elementor-widget elementor-widget-heading\" data-id=\"beaabbe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Sustainable cooperation<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9dd2a9c elementor-widget elementor-widget-text-editor\" data-id=\"9dd2a9c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Contracts have sufficient duration to meet shared goals. There is room to invest together in innovation, AI applications and training programs. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-59ade5a e-con-full e-flex e-con e-child\" data-id=\"59ade5a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-272d56d elementor-widget elementor-widget-heading\" data-id=\"272d56d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Good working conditions\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1e6b34c elementor-widget elementor-widget-text-editor\" data-id=\"1e6b34c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><em>(pay, workplace, training)<\/em><br\/>We comply with relevant laws and the applicable collective bargaining agreement. We provide safe and healthy workplaces and offer training opportunities. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f3f50e7 elementor-widget elementor-widget-text-editor\" data-id=\"f3f50e7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>Complete core principles<\/strong><br\/>The complete and current texts, appendices and background information can be found at <a class=\"external\" href=\"https:\/\/www.klantenservicefederatie.nl\/code-verantwoordelijk-marktgedrag\" target=\"_blank\" rel=\"noopener\">customer-servicefederation.nl\/code-responsible-market-behavior <\/a> <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-82e3f97 e-flex e-con-boxed e-con e-parent\" data-id=\"82e3f97\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e17e963 elementor-widget elementor-widget-html\" data-id=\"e17e963\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<!-- KSF Code Verantwoordelijk Marktgedrag \u2013 Pegamento style (zonder bovenkop) --><style>.ksf-wrapper {\n    max-width: 1140px;\n    margin: 0 auto;\n    font-family: \"Open Sans\", system-ui, -apple-system, BlinkMacSystemFont, \"Segoe UI\", sans-serif;\n    line-height: 1.6;\n    color: #070C31; \/* Dark blue *\/\n  }\n\n  .ksf-wrapper h1,\n  .ksf-wrapper h2,\n  .ksf-wrapper h3 {\n    margin-top: 0;\n  }\n\n  .ksf-layout {\n    display: flex;\n    gap: 2rem;\n    flex-wrap: wrap;\n  }\n\n  .ksf-sidebar {\n    flex: 1 260px;\n    background: #070C31; \/* Dark blue *\/\n    color: #ffffff;\n    padding: 1.5rem;\n    border-radius: 10px;\n  }\n\n  .ksf-sidebar h2 {\n    font-size: 1.3rem;\n    margin-top: 1.2rem;\n    color: #04A1C4; \/* Blue accent *\/\n  }\n\n  .ksf-sidebar p {\n    margin: 0.3rem 0 0.8rem;\n  }\n\n  .ksf-sidebar ul {\n    padding-left: 1.2rem;\n    margin: 0.3rem 0 1rem;\n  }\n\n  .ksf-sidebar a {\n    color: #04A1C4;\n    text-decoration: underline;\n  }\n\n  .ksf-main {\n    flex: 2 1 420px;\n  }\n\n  .ksf-main > h2 {\n    margin-bottom: 1.2rem;\n    color: #5E2684; \/* Pegamento purple *\/\n  }\n\n  .ksf-grid {\n    display: grid;\n    grid-template-columns: repeat(auto-fit, minmax(230px, 1fr));\n    gap: 1.5rem;\n  }\n\n  .ksf-card {\n    background: #ffffff;\n    border-radius: 8px;\n    padding: 1.25rem 1.4rem;\n    border: 1px solid #E0E3F0;\n    box-shadow: 0 4px 10px rgba(0, 0, 0, 0.03);\n  }\n\n  .ksf-card span.kernletter {\n    display: inline-flex;\n    align-items: center;\n    justify-content: center;\n    width: 32px;\n    height: 32px;\n    border-radius: 999px;\n    background: #FC935A; \/* Pegamento orange *\/\n    color: #ffffff;\n    font-weight: 400;\n    margin-right: 0.6rem;\n    flex-shrink: 0;\n  }\n\n  .ksf-card h2 {\n    display: flex;\n    align-items: center;\n    gap: 0.4rem;\n    font-size: 1rem;\n    margin-bottom: 0.5rem;\n    color: #5E2684; \/* Purple headings *\/\n  }\n\n  .ksf-card p {\n    margin: 0;\n    margin-top: 0.2rem;\n  }\n\n  \/* Subtitel bij E, zodat de letter precies gelijk blijft met de rest *\/\n  .ksf-subtitle {\n    margin: 0.1rem 0 0.6rem 2.7rem; \/* uitlijnen onder de titeltekst *\/\n    font-size: 0.9rem;\n    color: #4E4D4E;\n  }\n\n  .ksf-footer {\n    margin-top: 2rem;\n    padding-top: 1rem;\n    border-top: 1px solid #E0E3F0;\n    font-size: 1.1rem;\n  }\n\n  .ksf-footer a {\n    color: #04A1C4;\n  }\n\n  @media (max-width: 767px) {\n    .ksf-sidebar {\n      order: 2;\n    }\n    .ksf-main {\n      order: 1;\n    }\n  }\n<\/style><div class=\"ksf-wrapper\"><div class=\"ksf-layout\"><!-- Linkerkolom --><aside class=\"ksf-sidebar\"><h2>1. Waarom deze code?<\/h2><p>Wij willen dat er in de klantcontactbranche op verantwoorde wijze zaken worden gedaan.\n        De code is daarin een instrument om collectief te leren en samen te verbeteren.\n      <\/p><h2>2. Waarvoor geldt de code?<\/h2><p>De code geldt voor:<\/p><ul><li>het uitbesteden van klantcontactdiensten;<\/li><li>het in- en uitlenen van klantcontactmedewerkers;<\/li><li>het samenwerken met leveranciers in de klantcontactketen.<\/li><\/ul><p>Het maakt niet uit waar ter wereld de werkzaamheden worden uitgevoerd.\n      <\/p><h2>3. Voor wie geldt de code?<\/h2><p>KSF-leden zijn gebonden aan deze code. Ook andere partijen kunnen zich aan deze code verbinden.\n      <\/p><h2>4. Hoe werkt de code?<\/h2><p>Je past de normen uit de code toe of \u2013 als dat tijdelijk niet mogelijk is \u2013 leg je\n        transparant en onderbouwd uit waarom niet. Je legt je vast in een plan ter kwaliteitsverbetering.\n      <\/p><h2>5. Waar moet je je aan houden?<\/h2><p>Je houdt je aan de geldende wet- en regelgeving. Daarnaast hanteer je de normen en\n        kernprincipes die hier vermeld staan.\n      <\/p><h2>6. Vragen of zorgen over naleving?<\/h2><p>Vragen en signalen over de code worden door de Sectorraad in behandeling genomen.\n        De Sectorraad is bereikbaar via\n        <a href=\"mailto:sectorraad@klantenservicefederatie.nl\">sectorraad@klantenservicefederatie.nl<\/a>.\n      <\/p><\/aside><!-- Rechterkolom --><main class=\"ksf-main\"><h2>Wat zijn de kernprincipes van de KSF Code Verantwoordelijk Marktgedrag?<\/h2><div class=\"ksf-grid\"><!-- A --><article class=\"ksf-card\"><h3><span class=\"kernletter\">A<\/span>Transparantie en integriteit<\/h3><p>We zijn open over doelen, afspraken en keuzes. Criteria in tenders en contracten zijn objectief,\n            controleerbaar en gericht op samenwerking.\n          <\/p><\/article><!-- B --><article class=\"ksf-card\"><h3><span class=\"kernletter\">B<\/span>Kwaliteit en eerlijke prijs<\/h3><p>We zoeken een balans tussen prijs en kwaliteit. Tarieven mogen nooit de oorsprong of oorzaak zijn\n            van ongezonde werkdruk, tekortschietende klantbeleving of ongezonde bedrijfsvoering.\n          <\/p><\/article><!-- C --><article class=\"ksf-card\"><h3><span class=\"kernletter\">C<\/span>Respect en gelijkwaardigheid<\/h3><p>Iedere medewerker \u2013 eigen of ingehuurd \u2013 verdient dezelfde behandeling, faciliteiten en kansen.\n            Ongelijkwaardige behandeling wordt actief voorkomen.\n          <\/p><\/article><!-- D --><article class=\"ksf-card\"><h3><span class=\"kernletter\">D<\/span>Duurzame samenwerking<\/h3><p>Contracten hebben voldoende looptijd om de gezamenlijke doelen waar te maken.\n            Er is ruimte om samen te investeren in innovatie, AI-toepassingen en opleidingsprogramma\u2019s.\n          <\/p><\/article><!-- E --><article class=\"ksf-card\"><h3><span class=\"kernletter\">E<\/span>Goede arbeidsomstandigheden<\/h3><p class=\"ksf-subtitle\">(beloning, werkplek, opleiden)<\/p><p>We houden ons aan relevante wetten en de cao die van toepassing is. Wij zorgen voor veilige en\n            gezonde werkplekken en bieden opleidingsmogelijkheden.\n          <\/p><\/article><\/div><div class=\"ksf-footer\"><p><strong>Volledige kernprincipes<\/strong><br\/>De volledige en actuele teksten, bijlagen en achtergrondinformatie vind je op\n          <a href=\"https:\/\/www.klantenservicefederatie.nl\/code-verantwoordelijk-marktgedrag\" target=\"_blank\" rel=\"noopener\">klantenservicefederatie.nl\/code-verantwoordelijk-marktgedrag\n          <\/a>.\n        <\/p><\/div><\/main><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-da1cf76 e-flex e-con-boxed e-con e-parent\" data-id=\"da1cf76\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-d6b1ed7 e-con-full e-flex e-con e-child\" data-id=\"d6b1ed7\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-af845d4 e-con-full e-flex e-con e-child\" data-id=\"af845d4\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-f27e790 e-con-full e-flex e-con e-child\" data-id=\"f27e790\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-62bc2d7 e-con-full e-flex e-con e-child\" data-id=\"62bc2d7\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-dec6489 elementor-widget elementor-widget-heading\" data-id=\"dec6489\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Want to know how Pegamento supports this code?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a8c738 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"7a8c738\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>We would be happy to explain it to you in a personal conversation. Contact us by filling out the form and we will respond quickly. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3834b13 e-con-full e-flex e-con e-child\" data-id=\"3834b13\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-719edc6 e-con-full e-flex e-con e-child\" data-id=\"719edc6\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-73b6507 e-con-full e-flex e-con e-child\" data-id=\"73b6507\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e29ba7c elementor-widget elementor-widget-html\" data-id=\"e29ba7c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<script charset=\"utf-8\" type=\"text\/javascript\" src=\"\/\/js.hsforms.net\/forms\/embed\/v2.js\"><\/script><script>hbspt.forms.create({\r\n    portalId: \"9343506\",\r\n    formId: \"b7249951-870a-4137-9485-b1e0714f32c4\",\r\n    region: \"na1\"\r\n  });\r\n<\/script>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7bad990b e-flex e-con-boxed e-con e-parent\" data-id=\"7bad990b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7ec96479 elementor-widget elementor-widget-heading\" data-id=\"7ec96479\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Collaborations<\/h2>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4f910aee e-flex e-con-boxed e-con e-parent\" data-id=\"4f910aee\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-5adc6a e-con-full e-flex e-con e-child\" data-id=\"5adc6a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-dd37ef e-con-full e-flex e-con e-child\" data-id=\"dd37ef\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-1f43aa3a e-grid e-con-full e-con e-child\" data-id=\"1f43aa3a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div data-ha-element-link=\"{&quot;url&quot;:&quot;\\\/referenties&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;}\" style=\"cursor: pointer\" class=\"elementor-element elementor-element-39639960 elementor-widget elementor-widget-image\" data-id=\"39639960\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"250\" height=\"125\" src=\"https:\/\/pegamento.nl\/wp-content\/uploads\/2025\/04\/Nintendo-referentie-Pegamento.png\" class=\"attachment-large size-large wp-image-27135\" alt=\"Nintendo-reference Pegamento\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div data-ha-element-link=\"{&quot;url&quot;:&quot;\\\/referenties&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;}\" style=\"cursor: pointer\" class=\"elementor-element elementor-element-42aca8b9 elementor-widget elementor-widget-image\" data-id=\"42aca8b9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"250\" height=\"125\" src=\"https:\/\/pegamento.nl\/wp-content\/uploads\/2025\/04\/Jumbo-Telefonie-Pegamento.png\" class=\"attachment-medium size-medium wp-image-27079\" alt=\"Jumbo Telephony Pegamento\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div data-ha-element-link=\"{&quot;url&quot;:&quot;\\\/klantcase\\\/kamer-van-koophandel&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;}\" style=\"cursor: pointer\" class=\"elementor-element elementor-element-551081d3 elementor-widget elementor-widget-image\" data-id=\"551081d3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"250\" height=\"125\" src=\"https:\/\/pegamento.nl\/wp-content\/uploads\/2025\/04\/KVK-Sprinklr-Referentie.png\" class=\"attachment-large size-large wp-image-27057\" alt=\"KVK-Sprinklr Reference\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div data-ha-element-link=\"{&quot;url&quot;:&quot;\\\/klantcase\\\/mediq&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;}\" style=\"cursor: pointer\" class=\"elementor-element elementor-element-5b00905 elementor-widget elementor-widget-image\" data-id=\"5b00905\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"250\" height=\"125\" src=\"https:\/\/pegamento.nl\/wp-content\/uploads\/2025\/07\/Mediq-Pegamento.webp\" class=\"attachment-large size-large wp-image-27055\" alt=\"Knowledge Base solution for Mediq\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>KSF industry code for customer contact Code for transparency, fair pricing, respect and good working conditions in customer contact. Download whitepaper Contact Responsible customer contact Pegamento is an active member of the Customer Service Federation (KSF) and, as part of its CSR strategy, fully endorses the KSF Code of Responsible Market Conduct. With this code, [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":32636,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-27352","page","type-page","status-publish","has-post-thumbnail","hentry"],"_links":{"self":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/pages\/27352","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/comments?post=27352"}],"version-history":[{"count":4,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/pages\/27352\/revisions"}],"predecessor-version":[{"id":27644,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/pages\/27352\/revisions\/27644"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/media\/32636"}],"wp:attachment":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/media?parent=27352"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}