CCA Global Standard

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.

As a market leader in the provision of Business Assurance services, we understand the challenges you face. We have been accredited by the Customer Contact Association (CCA) to carry out independent audits against the CCA Global Standard, which leads to organisations gaining certification to this customer contact standard.

How can CCA 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. Since its launch in 2001, it has been reviewed regularly to ensure it continues to reflect the latest customer focused approach.

Version 5 is due for release shortly and has been updated to support individual awareness within the contact centre, recognition and reward for performance improvement. Applicable for any size organisation, 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

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.

Need to know more?

Call 0800 783 2179 or complete our enquiry form for further information on our services.

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