There are many other interesting questions about CCA, however these are the ones we are asked most often. If the above doesn’t answer your question then please contact a member of the CCA team at cca@cca.org.uk

1.  What is CCA?
CCA is the professional body for the call and contact centre industry. An independent organisation with over 600 public and private sector members, it promotes best practice and professional development through a wide range of benefits and services.

2.  What are CCA’s main objectives?
CCA understands the complexity of delivering excellence in the modern contact centre environment and through its range of frameworks sets professional standards for the industry at both organisation and individual levels.

3.  Is there a recognised code of best practice for contact centres?
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.

4.  Does CCA provide tools for promoting individual development?
Yes. Through the provision of a widely recognised award, achievable through a range of different routes we will identify individuals committed to a career in the profession. For further details click here.

5.  How can I measure my contact centre performance?
CCA Benchmarking© allows organisations to track their performance by inputting statistical information online which will then generate a series of reports demonstrating performance at site level, in comparison with other sites and in comparison with a sector as a whole. Click here to find out more.

6.  How can I become involved?
There are a number of ways to become involved including memberships, sponsorships, individual subscriptions and partnerships. Click here to find out more.

7.  Do you offer networking opportunities?
Yes. We run a series of educational seminars, events and workshops allowing you to network with a wide range of professionals. Further details can be found here. In addition, ESKI© (CCA’s email networking forum) provides the opportunity to network with over 1200 subscribers with the aim of sharing knowledge, information and best practice. For further information and to subscribe click here.

8.  What are the benefits of becoming involved with CCA?
CCA provides a wide range of benefits and services encouraging the promotion of best practice and professional standards. Details can be found here.

9.  How much will it cost?
For further information please click here.

10.  Who are CCA’s members?
Click here for an up to date list of CCA members.

11.  Can CCA provide me with industry information?
Yes. CCA Research Institute has a wide range tools aimed at providing an up to date and accurate analysis of the industry. Click here for information.