Go BackHow can you develop a business model that drives continual improvement, achieves consistency and improves staff motivation in your contact centre?
This straightforward model is being implemented by hundreds of contact centres around the UK and overseas. It has been developed by the industry for the industry - ensuring that the model is relevant and successful for all those working in the contact centre sector.
Those who have achieved the Standard© would testify that it can remove difficult areas of fire fighting and move your contact centre to a strategic focus that enables continual improvement, staff motivation and customer satisfaction.
Although an element of commitment and time is required, the model has evolved over the years into a 'must have' for all contact centres seeking excellence and best practice as a business objective.
CCA Global Standard - What is it all about?
CCA Standard© is an operating guide designed to assist organisations in delivering increased levels of efficiency and customer service. It looks at achieving consistency through standard processes, which are non-prescriptive, whilst allowing complete freedom for commercial decision-making.
CCA Standard© was successfully launched to the marketplace at the CCA Annual Convention in November 2001. As an independent organisation, this was a significant milestone for CCA and demonstrated our commitment to meeting our aims of improving professionalism. Much has changed since 2001. At CCA 11th Annual Convention in November 2005 Version 2 of CCA Standard© was launched.
CCA Standard© - The Outcomes
CCA consistently receive positive feedback from accredited members who have successfully applied the CCA Standard© within their contact centres. They report a wide range of business benefits, which include:
Improvement in Processes
- Continuous assessment and improvement
- Gaps identified and corrected
- Consistency across sites and product lines
Enhancement of People
- Improved training procedures
- Increased coaching time
- Personal development plans
- Greater staff motivation, retention and recruitment
Customer Satisfaction
- Service delivery is improved through better processes and well trained staff
- Robust complaint management
- Faster problem resolution
Bank of Ireland 365 is one of the original CCA members to become accredited and is now in year 6 with their accreditation. Here they sum up the benefits that they have experienced from undergoing accreditation.
'We believe it measures and promotes the right activities, behaviours and standards on both a very broad and deep level in the business. We have used the framework amongst other things to help us reshape our training function, our approach to performance development and to put added emphasis on processes which underpin service/efficiency improvements.'
'The assessment process is rigorous and keeps us on our toes in terms of meeting the requirements of the standard both initially and since we were accredited in 2001, have had interim reassessments in 2002, 2003 & 2005, were re-accredited in 2004 and are due a further interim audit in November 2006.
CCA/BSI accreditation is recognised as a 'real' accreditation in the industry and is well regarded in the European contact centre industry. As such it has added credibility to the Bank of Ireland 365 story e.g. with UK Post Office when Bank of Ireland and UKPO were developing their Joint Venture in 2003.
The BSI staff who conducted the re-assessment of B365 were very knowledgeable on all aspects of contact centre service management and there's not much room to 'pull the wool' over the assessors eyes in seeking to achieve or retain accreditation. The independent assessor dimension (as provided by BSI for CCA) is an important 'credibility' factor in evaluating the 'credentials' of an accredited contact centre business and the robustness of the Standard©.
Designed by the Industry for the Industry!
This business model has been designed by the industry for the industry. CCA Accredited members, Foundation Partners and recognised industry professionals took part in a consultation process for this model. The Standard provides guidance on process construction, for expanding centres and centres going through change to encourage focus on customers and employees, and also for mature centres to provide a checklist for focussed activity and to aid the dynamic improvement of the centre.
Accredited Members
Since its launch in November 2001, over 130 centres have been successfully accredited and awarded the CCA Standard© collective mark. Success has been achieved by a wide range of organisations from SME's to large Plc's, across all sectors. Accredited members include: BT, Lloyds TSB, Yell Ltd, BAA, Prudential, RHL, British Gas and many more.
http://www.cca.org.uk/standards/standards.asp
CCA (Customer Contact Association) is the professional body for the customer contact industry. With over 800 corporate members this represents over 3,500 senior practitioners, employing 30% of the total contact centre population within the UK market. Around 10% of people employed in UK contact centres are working in a CCA Accredited centre.
