Introduction

The rapid growth of call centres during the 80's and early 90's highlighted the need for a central source of independent information and advice.  A local networking forum set up in Glasgow in 1991 was rapidly growing and it was identified at their annual convention that a formal body initially for the UK should be established to represent the needs of its members.

CCA was established in 1996 and is now recognised as the leading body representing the industry.  As an independent, not for profit organisation it has over 600 members from both private and public sectors.

CCA launched the Standard Framework for Best Practice© in November 2000.  The framework is a guide to support and develop internal processes which ensure improved  performance and increased customer satisfaction.  The principle of the Standard Framework is “happy and fulfilled staff dealing with satisfied and content customers”.  To learn more click here.

The industry 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.  Details can be found here.

Finally, 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.

Professionalism is at the heart of the CCA agenda..