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The Zambian Institute for Customer Management (ZICM) is a non-profit making national body focused on growing the Zambia Customer Service/Call Centre Industry, its people and Standards to global standards. ZICM partners with local and international networking groups, local customer service/call centre stakeholders, companies in the service sector, technological vendor suppliers, local/international customer services/contact centre professional bodies, recruitment agencies and government of Zambia to achieve its mandate to promote a culture of service excellence in Zambia. The thrust of ZICM revolves around professionals/employees working in call centres, contact centres, customer care/services and other related disciplines. The idea of its formation was motivated by other networking groups in first world countries, Asia, Middle East and some few African countries that had yielded tremendous customer service/call centre industry growth, boosted the service sector and contact centre industry, created employment, improved service delivery and connected contact centre/ customer services professionals with international recruitment agencies and academic professional boards.