CCA Contact Centre Management

The CCA Global Standard© was created by the UK’s professional body – the Customer Contact Association - in conjunction with the industry. It provides a framework for best practice in contact centres predominantly in the UK but it has also been implemented internationally too.

The CCA Global Standard©, has been designed to demonstrate to clients, staff, suppliers and trading partners the commitment to maintaining quality processes and meeting customers’ expectations.

Currently, there is no international standard covering the management of contact centres but this is currently being addressed through the European Community.

Who is it relevant to?

The CCA Global Standard© is applicable to contact centres of all sizes, scopes and sectors. It can be implemented as a stand-alone system or integrated with existing management systems such as ISO 9001 Quality and ISO 10002 Complaints Management, Customer Satisfaction.

Whether you have poor customer satisfaction, high attrition and bad attendance in your contact centres, unnecessary costs due to poor work planning, or you’re struggling to meet legislative requirements, the implementation and certification of the CCA Global Standard© could be the ideal solution.

It can be used by any organization wishing to demonstrate to interested parties a real commitment to staff and clients.

Why choose us?

We are one of three selected certification bodies authorized to provide assessment and certification to the standard by the CCA. We work in partnership with the CCA to ensure you achieve the best results for your organization. Our in-depth knowledge of management systems ensures that we help you through every step of the process.

As the standard is owned by the CCA, we provide second-party assessment and certification to it. The business benefits of assessment and certification to the CCA Global Standard© include:

• Enhanced brand reputation and credibility
  Providing industry recognized assurance that you and your staff are operating a centre of excellence.
• Saved time and reduced costs
  Highlighting assessment gaps and weaknesses to ensure effective and efficient processes exist across multi-site operations.
• Improved staff morale and retention
  An increased focus on training and development and assurance that all parts of the business are communicating effectively and consistently both internally and externally.
• Improved customer satisfaction
  Certification validates processes to ensure that they are effective and gives your management confidence that their systems are successful resulting in improved service delivery.
• Reduced attrition
  Consistency of operational practices across all sites and functions and highlighting potential weaknesses to the business in advance.
• Improved risk management
  Through compliance to all legislative requirements and assistance with contingency planning.
• Ease of integration
  With other existing management standards.

If you’re already one of our clients and have various standards in place, your Client Manager can help you to assess where you are now, and guide you through the certification process.

If you’re new to BSI, don’t worry - it's still a simple process.

1. Choose the standard

Before you can begin preparing for your application, you will require a copy of the CCA Global Standard©. This is free to CCA members and part of the initial membership pack.

2. Make contact

Get in touch and tell us what you need, so we can sort out the best services for you. Together with the CCA, we can help you through the process.

3. Apply to the CCA

In order to achieve certification, you’ll need to apply to the CCA by completing an application form. Once they have received your application they will send the application to us and we will contact you directly with a detailed proposal of costs and time involved in a formal assessment.

4. Assessment

We’ll assign you a Client Manager, who will be your main point of contact through the process – and beyond. They’ll know your area of business well and will support you as you move forward to assessment and certification of your customer contact management system.

5. Certification and beyond

Once the assessment has been successfully completed, we’ll recommend certification to the CCA. The CCA Standards Council are responsible for a approving our recommendations and they will authorise a special plaque to recognize your achievement. The annual partial re-assessment will support you in the continual improvment of your contact centres operations.

Next steps

For further information or a "quick quote" please call us on (+44) (0)845 080 9000. Alternatively enter your details into our enquiry form and one of our advisors will contact you.