Guys… I think it’s a good idea, but frankly, I think that this “code of conduct” should be taken a step further and established a code not only for the agent to follow, but also for the employer to follow as well.
I suggest establishing something of a Call centre charter, where you list out no more than, say 8 to 10 items for the agent to follow and then follow that with 8 to 10 items that the business in return will adhere to.
Personally, it would feel far more balanced to the potential employee who will be working in your business.