The CCA Standard Framework for Best Practice® has been developed with input from industry and supported by the DTI. It is a framework for best practice that looks at achieving consistency through standard processes while enabling the organisation to have freedom through its commercial and operational decision making.

LRQA is one of a select number of certification bodies able to provide assessment to this standard.

How can inspection to the CCA Standard benefit my organisation?

The CCA Standard was developed as an industry-specific assessable quality management standard. It is one highly demonstrable way in which the Customer Contact industry can demonstrate its commitment to quality processes and that sound working practices are in place. Launched in 2000 and applicable for any size organisastion, benefits of an externally inspected management system can include:

• providing a strong foundation for customer service delivery
• supporting continual improvement
• ensuring consistency of management approach and service delivery across multiple sites
• helping identify weaknesses in process implementation
• providing a competitive edge in tender situations for outsourcer providers
• an opportunity to integrate with an existing ISO 9001 management system
• an aid in staff recruitment, retention and raised levels of staff satisfaction

Your next step

Call our business advisors on 0800 783 2179 who will take the necessary information from you in order to provide a quotation.

This is typically a one-stage visit in which one of our assessors will visit your site(s) and audit against the requirements of the Standard. Following the visit, we will issue a report together with all relevant documentation to the CCA together with our recommendation. The CCA Committee will consider the recommendation and once approved will issue a plaque directly to the customer.

For further information please visit:

• www.cca.org.uk Customer Contact Association
  

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