As part of the CCA Thought Leadership Programme for 2022/23, we are looking at a range of topics including reviewing and building a new talent proposition.
Accreditation
CCA Global Standard© is a progressive industry accreditation designed by industry, for industry. It measures an organisation's customer service strategy, helping to raise the bar and develop a consistent approach to service excellence.
CCA Global Standard Achievement Awards – April 2022
CCA Global Standard© is firmly established as industry’s recognised accreditation programme, demonstrating a professional commitment to customer service excellence.
Organisations make a long-term commitment to continuously improving customer experience by adopting CCA Global Standard© as a fundamental part of their core operating model.
CCA Global Standard Achievement Awards are presented throughout an organisation’s accreditation journey. The Bronze Award recognises 5+ years of continuous assessment and accreditation; The Silver Award for 10+ years and finally the Gold Award recognising 15+ years.
Calmac Bronze Award
Coventry Building Society Gold Award
Equiniti Silver Award
ESB Gold Award
FCA - Financial Conduct Authority Gold Award
Fexco Gold Award
Jigsaw Homes Silver Award
Liberata Bronze Award
NHS 24 Silver Award
Scottish Widows Bronze Award
Operational Excellence
Knowing if your service delivery is effective for customers can be difficult to measure and explaining how you engage and respond to customers to other parts of the business can be lost in translation.
There has never been a greater need than now for the industry to reflect on how teams work to understand vulnerability, employee engagement, customer engagement, new working models and wellbeing. CCA accreditation services has assessed almost 1,000 different service operations and is proven to test the reliability and effectiveness of your contact centre and customer service operation.
Learn more about CCA Accreditation
CCA accreditation can help you:
Transition to new operating models including homeworking and hybrid approaches
Provide solid guidance on customer experience measurement
Deal with vulnerability of both customers and employees
Measure employee engagement and wellbeing
Organisations that achieve CCA accreditation typically achieve some of the following benefits:
Consistency in approach in responding to customers regardless of geographic location
Raises the profile of customer-facing teams across the business
Demonstrates commitment to customer experience from the Board to front-line teams
Facilitates continuous improvement within the organisation
Demonstrates commitment to achieving industry standards
Pride and achievement for teams and individuals in high quality service delivery
Supports improved complaint handling and other process improvements
Identifies key business strengths and industry-leading practices
Important Accreditation Updates
Virtual Assessments - what our members are saying:
"We used an online collaboration tool for all the evidence which the assessor was able to access in advance and review prior to assessment days ... this made the interviews much more focused and the whole thing worked really well"
CCA Accredited Member, December 2020
How can we best support vulnerable customers?
Andrew Bartlett, CEO of Advice Direct Scotland talks to CCA about the impact of the pandemic on consumers.
Read more
CCA Global Standard© raises the bar for centralised and home working operations
Homeworking has been successfully implemented by many organisations; however, it is important we continue to keep a focus on standards.
Read moreMany brands use CCA Global Standard© to improve performance and demonstrate a commitment to employees, customers and stakeholders alike. We work together to achieve the accreditation, offering support and guidance as and when required throughout the entire process.
Contact us to find out more
For more information on CCA accreditation, or if you have any other questions, please don't hesitate to get in touch
Recognising and Celebrating Success
Accredited organisations understand the importance of recognising the great work which takes place in today’s customer service operations.
Recognising and celebrating this success is important, whether in-person, at a formal event, online or by sharing experiences and contributing through presentations, case studies, discussions or debates.
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Latest accreditation news & resources
Find out what's happening with CCA Global Standard©
People's Postcode Lottery share the benefits to the organisation from CCA accreditation
The current situation is an ideal time to use CCA Global Standard© to provide reassurance to business leaders and to colleagues that the organisation is complying with industry best practice and is committed to putting colleague and customer needs first.
2020 has proved a remarkable year for all of our members. Customer service delivery and customer experience models have been severely tested as this pandemic played out. But the industry has risen to the challenge and is providing customers with sound gui