Introduction

There are now almost 800,000 people working in contact centres in the UK.  This growth has been achieved in a short space of time, less than 10 years.  Because of this rapid rate of growth efforts have been in set up and development rather than focussing on the more traditional business activites around charting economic development and its sustainability.  

During the last few years CCA has become firmly established as the professional body representing contact centres.  Part of the development of CCA has been the forging of relationships with relevant Government departments and agencies for the benefit of those who are responsible for the management of contact centres and those who work within.