ABOUT US

CCA was established in 1996 and is now recognised as the professional body for customer contact.

Professionalism is at the heart of the CCA agenda. As an independent organization, CCA now has over 820 members from both private and public sectors representing around 40% of the overall customer contact base in the UK.

Customer contact is now in a consolidation phase and many organisations require advice around realising the investment in their contact centre in terms of enhanced customer service. CCA is in a unique position to assist today's contact centre market place in their quest for improved delivery.

CCA provides valued services, at both individual and organisation level, encouraging the promotion of best practice and professional standards.

CCA launched the Standard Framework for Best Practice© in November 2000 and Version 4 was launched in November 2007 incorporating an ‘end-to-end’ approach to ensure the contact centre is at the heart of the organisation. The framework is a guide to support and develop internal processes that ensure improved performance and increased customer satisfaction. The principle of the Standard Framework is “happy and fulfilled staff dealing with satisfied and content customers”.

There are now more than 200 organisations who have undertaken external, independent audit against CCA Standard©. This means that more than 20% of people working in customer contact now work in a certified centre.

Membership

CCA is established as a conduit for building new relationships with other professional bodies, government departments, overseas agencies and other agencies who have an interest in the successful development of contact centres.

CCA has more than 4,500 senior practitioners as part of the membership across all sectors.

We offer a range of valued services to members including:

• Access to CCA Standard© and associated services
• Events and networking including an Annual Member Convention
• A wide range of research and information services, including a dedicated, online Member Reading Room

Visit us at http://www.cca.org.uk/