CCA Global Standard©

First launched in 2001, the CCA Global Standard© accreditation model was created by working in partnership with some of the UK's largest contact centre operators, for example, BT, British Gas, RBS Group, BBC, Vodafone, Sky and Tesco.

Having this unique insight into how big brands deliver customer service ensures that CCA Global Standard© can continually evolve to lead the development and delivery of customer service within customer contact centres.

CCA Global Standard© has been continuously developed by industry, for industry over the past 9 years and offers objective judgement on whether your processes and systems are rigorous and effective, and point towards continual improvement. 

Version 5 will be launched in September 2010 and:-

challenges the organisation to have processes in place, providing a single customer view across multi-channel operations

identifies processes to improve communication across all business units where activity has an impact on customer experience

provides shared learning and ownership between multi-disciplined functions, with the single aim of improving customer experience

instils a discipline to actively reduce failure demand

Contact CCA for further details on CCA Global Standard© and additional supporting products and services.