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Last updated 25/07/2016

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Customer Contact Association Global Standard

  • The Customer Contact Association

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    The Customer Contact Association (CCA) is the global professional body for contact centres. It has over 900 member organisations. In the UK, over one-third of the contact centre population is employed by CCA members.

    The CCA carries out research into best practice and emerging issues. It also supplies training and other improvement activities to its members. The CCA awards the Global Standard to contact centres that achieve its quality standard.

  • The Global Standard

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    The CCA introduced the Global Standard in 2001. Since then over 300 organisations have successfully implemented the standard and received the award following an independent assessment.

    The CCA regularly reviews and updates the Global Standard, with version 5 introduced in 2011. The Global Standard's key principles are found in the eight modules of the standard:

    • customer focus
    • contact centre performance and operational effectiveness
    • employee focus: recruitment, selection and retention strategies
    • learning, development and employee performance management
    • legislation, regulation and policies affecting the organisation
    • third party and managed relationships
    • security and fraud prevention
    • implementing and managing contact centre technology.

     

    Connect has retained its Global standard accreditation in 2016 and will continue with the annual review and will undergo a full re-assessment in 2017. 

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  • 25/07/2016

    Updated by Athanasios Protopapas on 25/07/2016 16:11:35

    Comment: Updated article after a successful accreditation in 2016

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    Chapter titled "The Global Standard" content changed.
    Chapter titled "Connect and the Global Standard" has been set to Inactive.

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  • 14/01/2016

    Updated by Sam Ryan on 14/01/2016 15:00:29

    Comment: edited text and linked documents

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    Chapter titled "The Global Standard" content changed.

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  • 07/05/2014

    Updated by Athanasios Protopapas on 07/05/2014 13:59:45

    Comment: Updated information on Global Standard

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    Chapter titled "The Global Standard" content changed.

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  • 07/02/2013

    Updated by Athanasios Protopapas on 07/02/2013 11:59:04

    Comment: Added details on the CCA accreditation for 2012.

    Details: (show)

    Chapter titled "The Global Standard" content changed.

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