Innovation and enterprise lie at the heart of all successful contact centres, however the organisations most admired and trusted by investors and customers, are those that balance this with a strong culture of professional standards and social responsibility, held together by core ethical values.
These organisations will be the key providers of world class customer experience in the future, and understand that sustained performance and continual improvement can be achieved through continuous improvement and professionalism.
The role of CCA Global Standard©
The first version of CCA Standard© was launched ten years ago when a group of forward thinking contact centre professionals, facilitated by CCA, discussed how the call centre industry was viewed, how organisations were measuring the effectiveness of their businesses and also how they were challenging themselves to improve.
Ten years later, with Version 5 now the Standard, a whole cross section of organisations, both public and private, are submitting themselves for assessment and most importantly are striving to learn from others to ensure continual improvement. Anyone who strives for improvement whether personally or corporately will want to challenge themselves, measure themselves against others, or be measured against an agreed benchmark. In the contact centre world that is exactly what CCA Global Standard© is.
The main business benefits of CCA Global Standard© are:
- Improves customer confidence and trust in your organisation
- Increases the core skills of your people to enhance the quality of decision-making
- Creates a greater understanding of complexity and delivery of world-class customer service
- Ensures consistency in the delivery of customer sales and service across the organisation
- Maximises revenue opportunities
- Helps to support succession planning
- Provides an attractive career progression and increases retention
CCA Global Standard© has a proven track record of being an effective solution to real challenges concerning customer experience and offers valuable assistance in a timely and cost efficient way.