Many organisations are already redesigning how work gets done. Decisions are being made differently. The technology can be implemented relatively quickly. Building capability is different.
Developed through independent governance, expert review and industry collaboration, CCA Global Standards define what good looks like in customer operations today and evolve as customer expectations, technology, risk and operating models change.
30+ Years
Defining industry standards
Independent
Robust standards governance
Cross-sector
Trusted by leading organisations
Continuous Improvement
Driving better customer outcomes
CCA Global Standards provide an independent reference point for understanding performance, identifying priorities and demonstrating progress.
Independently verify performance
CCA Global Accreditation provides independent verification of performance against CCA Global Standards, giving organisations an objective view of current capability, what is working well and where opportunities exist to improve.
Achieving accreditation demonstrates that an organisation has evidenced its performance against independently governed standards for customer excellence.
Know where you stand
Independent benchmarking provides a clearer understanding of performance in context, helping organisations identify strengths, expose gaps and determine where improvement or investment will have the greatest impact.
It turns performance data into a practical basis for better decisions and continuous improvement.
Build the capability behind customer excellence
As customer operations evolve, organisations need to ensure their people have the skills, confidence and support to perform in increasingly complex and changing environments.
CCA Global Workforce Excellence provides a structured framework for assessing workforce capability, strengthening learning and development, and ensuring people, leadership and culture are equipped to deliver consistently strong customer outcomes.
Define what good looks like next
Digital and AI are reshaping customer operations, creating new opportunities alongside new questions about capability, governance and performance.
CCA's Digital & AI Capability Matrix® provides a structured framework for understanding current capability, identifying priorities and building a practical roadmap for responsible transformation.
Protect customer trust
As customer interactions become increasingly digital and interconnected, protecting customers and maintaining trust are fundamental to customer excellence.
CCA Global brings together customer operations leaders, specialist expertise and industry evidence to help organisations identify emerging risks, reduce fraud and strengthen customer protection.
CCA Global Accreditation - recognising the top performers in customer service.
Trusted by organisations ranging from Japan's leading bank and major financial institutions to retailers, utilities, local authorities, government agencies and outsourcing providers, and partnered with some of the world’s leading tech organisations, consultancies and industry experts.
















Organisations engage with CCA Global at different stages of performance and transformation. Some are looking to independently verify established performance; others need an objective baseline to support transformation, investment or change.
Wherever you start, CCA Global provides an independent view of where you stand, what good looks like and where to focus next.
Whether the priority is to validate performance, establish an independent benchmark or understand where to focus next, CCA Global can help identify the right starting point.
Find out what's happening with CCA Global Standard©
Many organisations are already redesigning how work gets done. Decisions are being made differently. The technology can be implemented relatively quickly. Building capability is different.
Working alongside Smartnumbers, specialists in fraud prevention and trusted communications, we're bringing together organisations from across the CCA community to build a clearer understanding of the capabilities that help organisations protect customers
A weekly reflection from Sharon Johnston, exploring the questions, challenges and opportunities shaping customer experience, leadership and organisational change.
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