ABSTRACT
The Call Centre Association (CCA), with Department of Trade and Industry (DTI) Support, has developed the CCA standard framework for best practice. This is a unique, commercially neutral and annually reviewed process that establishes guidelines around company policies in areas including staff training, review of customer complaints and career progression. All CCA members are now required to commit to the principles of the Standard and, optionally, to be independently assessed through the British Standards Institution to ensure they are meeting CCA framework criteria. The framework is monitored and kept relevant by a board of industry experts who have full control of its development. This is one of a number of standards available in the UK, including those of the British Quality Foundation, ISO 9000 and Investors in People. It is the one that is most relevant to contact centres, having been designed specifically as an operational standard for that medium.
