Best Practice Visit to Caravan & Motorhome Club
Join CCMA for an inspiring Best Practice Visit to the Caravan and Motorhome Club (CAMC), where the team behind its award-winning Contact Centre will share how a focus on people, culture, quality and innovation has transformed the operation into a high-performing and strategically important part of the organisation.
Back in June, CAMC was recognised at the UK National Contact Centre Awards with Gold for Best Quality Management Programme, Silver for Best Contact Centre Culture in a Small Contact Centre and Bronze for Contact Centre Leader of the Year. Together, these awards demonstrate an organisation that has successfully combined operational efficiency and technological innovation with a deeply human approach to leadership, colleague development as well as member experience.
You will discover how CAMC has moved beyond traditional contact centre models to create a culture where experience is the product. With a clear belief that the member journey can only be as strong as the employee journey, the Club has developed a supportive, inclusive environment built around trust, community, learning and continuous improvement.
You will also explore CAMC’s award-winning approach to Quality Management, designed to move the organisation beyond compliance and towards a culture of “quality-living”. The team will showcase its unified Quality Management Framework, standardised scoring approach, comprehensive Scoring Manual and monthly 360-degree calibration sessions, all designed to create consistency while giving agents greater ownership of their development.
During this session you will explore how Caravan and Motorhome Club:
- Built a people-first contact centre culture where employee experience and member experience are intrinsically connected
- Created a Whole Person approach that supports colleague wellbeing, development and long-term retention
- Embedded ILM development opportunities across every level of the Contact Centre
- Developed an award-winning Quality Management Framework focused on consistency, coaching and continuous improvement
- Empowered frontline colleagues through ARETE to identify, celebrate and learn from their own best interactions
- Used 360-degree calibration to improve scoring consistency and create greater fairness and transparency
- Leveraged AI and automation to remove administrative workload and give managers more time for high-impact coaching
- Used quality data to identify knowledge gaps and recurring member friction points, influencing wider business improvements
- Applied AI beyond quality management, including innovative approaches to recruitment and apprentice selection
- Transformed the Contact Centre from a traditional cost centre into a strategic engine for efficiency, revenue generation and brand advocacy
- Achieved significant operational savings while maintaining service volumes and member experience
- Created a culture of co-authorship, ensuring technology is shaped by the people who use it
- Demonstrated how inclusion, community and high performance can work together to create a resilient and future-focused Contact Centre
