You can now access the Contact Centre Standards Framework self-assessment from CCMA.
Why Self-assess?
The Standards Framework gives you the opportunity to review your organisations internal processes and approaches to the key pillars below:
Strategy – Structured strategic approach taken to deliver the organisations’ vision through the contact centre, and supports the commercial needs of the organisation.
Customer – An operation that places the customer outcomes at the heart of every customer interaction.
Colleagues – A healthy and engaging environment for colleagues throughout the lifecycle of their employment.
Operations – An operational centre of excellence with efficient processes, embrace compliance frameworks and the effective utilisation of appropriate technology to support both customer and colleague needs.
Culture – A workplace that has the customer and colleague at the heart of the organisation, with a diverse and inclusive workforce that creates value throughout the business.
This is exclusive to CCMA members and free as part of their membership package. To Access the Contact Centre Framework self-assessment Click Here
If you would like to join the CCMA community, and learn more about the other inclusive member benefits, Click Here
For nearly 30 years, the CCMA (Call Centre Management Association), as the longest established contact centre industry body, has been dedicated to supporting contact centre leaders across the UK. Founded on the principles of sharing best practice and networking to improve skills and knowledge, the CCMA is a thriving community that represents leaders from a huge cross-section of the industry.
Membership of the largest community in the industry offers unique opportunities, such as free annual benchmarking of 25+ KPIs, free entry into the UK National Contact Centre Awards and free tickets to the UK National Contact Centre Conference, invites to Executive Networking Dinners and exclusive events for members-only. Members also benefit from discounted training through the UK National Contact Centre Academy, the industry’s training partner.
For additional information on the CCMA view their Company Profile
