CCA Global Standard Created by the UK’s professional body, the Customer Contact Association (CCA), the CCA Global Standard© has been developed in conjunction with the industry. The standard provides a framework for best practice in contact centres, predominantly in the UK, but it has also been implemented internationally too. Accreditation to CCA Global Standard demonstrates to clients, staff, suppliers and trading partners an organisation’s commitment to maintaining quality processes and meeting customer’ expectations. The standard is applicable to contact centres of all sizes, scopes and sectors. It can be implemented as a stand-alone system or integrated with existing management systems such as ISO 9001 Quality and ISO 10002 Complaints Management.

1. Customer Contact Association Global Standard
Your partner
for accreditation
TM
raising standards worldwide

2. CCA Global Standard
Created by the UK’s professional body, the Customer Contact
Association (CCA), the CCA Global Standard© has been
developed in conjunction with the industry. The standard
provides a framework for best practice in contact centres,
predominantly in the UK, but it has also been implemented
internationally too.
Accreditation to CCA Global Standard demonstrates to
clients, staff, suppliers and trading partners an organisation’s
commitment to maintaining quality processes and meeting
customer’ expectations.
The standard is applicable to contact centres of all sizes, scopes
and sectors. It can be implemented as a stand-alone system or
integrated with existing management systems such as ISO 9001
Quality and ISO 10002 Complaints Management.
For more information on the standard, visit the Customer
Contact Association web site at www.cca-global.com

3. Why choose BSI as your assessment Companies who have
chosen BSI
partner?
BSI has a long standing relationship with CCA since the inception Tesco Stores Ltd
of the Global Standard and is committed to helping improve the
Student Loans Company
industry’s standards, reputation and profitability. BSI is one of only three
Limited
selected accreditation bodies authorised to provide assessment and
accreditation to the standard by CCA. Highways Agency
Information Line
l Over 90% of our clients – tell us how satisfied they are
with the BSI assessors; how the assessment process identifies Office for National Statistics
improvement opportunities and the way findings are explained
Diageo Ireland
to them post assessment.
l Pioneers in management system standards – we lead the Capita Life & Pensions
way in developing management system standards and have Regulated
pioneered the top six: including BS 5750, the forerunner to Southern Housing Group
ISO 9001.
This makes us an ideal partner should you wish to extend your Liverpool Direct Limited
use and application of best practice standards and frameworks Siemens IT Solutions
into other disciplines and activities within your organisation.
Lloyds Banking Group
l Global experience, local knowledge – as one of the world’s
leading certification bodies, our clients range from FTSE 100 or British Gas
Fortune 500 companies to small local businesses. Our extensive
Heineken UK
global network offers you local resources that add real value to
your business regardless of its size, sector or scope. Prudential
l Our people – we aim to work proactively, in partnership with National Australia Group,
your organisation by allocating full-time client managers to work Europe
with you. These specialists have in-depth knowledge of your
Plantronics B.V.
business sector and can match our range of services perfectly to
fit your requirements.
l After sales service and customer satisfaction – our
commitment to you doesn’t end with a certificate or
assessment. We will invite you to events and regularly send you
updates on the latest developments in management system
standards and training.

4. Why do I need CCA accreditation?
Enhanced brand reputation and credibility – accreditation
l
“BSI is always
provides industry recognised assurance that you and your staff
are operating a centre of excellence extremely professional
and thorough. The
l Saved time and reduced costs – assessment identifies gaps
and weaknesses to ensure effective and efficient processes exist action plans that the
across multi-site operations assessor left were
l Improved staff morale and retention – training and really valuable and we
development ensures that all parts of the business are have already taken
communicating effectively and consistently both internally
steps to address the
and externally
issues.”
l Improved customer satisfaction – accreditation validates
processes to ensure that they are effective and result in improved
service delivery
l Reduced attrition – management systems promote consistency
of operational practices across all sites and functions and
highlights areas for development
l Improved risk management – assessment helps comply
with legislative requirements and aids contingency planning
l Ease of integration – CCA accreditation can be fully
integrated with other existing management standards
Over 95% of BSI’s existing CCA clients
would recommend us to others for
CCA assessments

5. How do I get accreditation?
If you’re new to BSI, don’t worry - it’s a simple process.
1. Make contact “In keeping with
Get in touch with BSI and tell us what you need, so we can sort out the the last visit I found
best services for you. Together with CCA, we can help you through the
process.
BSI’s assessment
professionals very
2. Apply to CCA
approachable,
In order to achieve accreditation, you’ll need to apply for CCA
membership by completing an application form. Visit www.cca-global. easy going and
com or contact a member of CCA team for assistance. knowledgeable of
3. Complete your application the contact centre
As a CCA member you will be able to apply for accreditation to the industry. The assessor’s
standard. Once your application has been received CCA will send it to
ability to put the
us and we will contact you directly with a detailed proposal of costs and
time involved in a formal assessment. agents at ease while
listening in and
4. Assessment
On acceptance of our proposal we will assign you a Client Manager, observing made the
who will be your main point of contact through the process – and visit a lot easier to
beyond. They’ll know your area of business well and will support
you as you move forward to accreditation of your customer contact
conduct.”
management system.
5. Accreditation and beyond
Once the assessment has been successfully completed, we’ll
recommend accreditation to CCA. The CCA Accreditation Panel is
responsible for a approving our recommendations.
The annual partial reassessment will support you in the continual
improvement of your contact centres’ operations.
For further information please call us on:
(+44) (0)845 080 9000.

6. BSI: Your one-stop-shop for accreditation
As well as offering assessment and accreditation to management system standards, did you know that
BSI also offers a complementary range of services that can help your business maximise its potential?
Training solutions Standards
BSI offers a comprehensive portfolio of standards- As the UK’s National Standards Body BSI works with
based and business improvement training courses. businesses, consumers and the Government to
Training delivery methods include open scheduled make sure that British, European and international
courses, in-company training, eLearning modules standards are useful, relevant and authoritative.
and distance learning qualifications.
Product testing and certification
Entropy Software BSI offers CE marking and direct testing for a wide
BSI’s web-based management system software range of products to national and international
solution is used by leading organisations at over standards. In addition, Kitemark certification
14,000 sites around the world to improve their demonstrates independent proof of product testing
business performance and manage their risks. and is the UK’s premier symbol of quality and safety.
To find the right solution for your business call +44 (0)845 080 9000
BSI
BSI/1546/0711/JV
Kitemark Court,
Davy Avenue,
Knowlhill,
Milton Keynes MK5 8PP
T: +44 (0)845 080 9000
F: +44 (0)1908 228 060
www.bsigroup.co.uk/ccabrochure
The BSI certification mark can be used on your stationery, literature
and vehicles when you have successfully achieved certification.
BSI Group: Standards • Information • Software • Training • Inspection • Testing • Assessment • Certification