Best practice framework for contact centres
Overview
Customer contact management based on the CCA Global Standard©
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.
Next steps
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