raising standards worldwideTM

BSI Group: Standards • Information • Software • Training • Inspection • Testing • Assessment • Certification

Your partner for accreditation

Customer Contact Association Global Standard

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

Why choose BSI as your assessment partner?

BSI has a long standing relationship with CCA since the inception

of the Global Standard and is committed to helping improve the

industry’s standards, reputation and profitability. BSI is one of only three

selected accreditation bodies authorised to provide assessment and

accreditation to the standard by CCA.

l Over 90% of our clients – tell us how satisfied they are

with the BSI assessors; how the assessment process identifies

improvement opportunities and the way findings are explained

to them post assessment.

l Pioneers in management system standards – we lead the

way in developing management system standards and have

pioneered the top six: including BS 5750, the forerunner to

ISO 9001.

This makes us an ideal partner should you wish to extend your

use and application of best practice standards and frameworks

into other disciplines and activities within your organisation.

l Global experience, local knowledge – as one of the world’s

leading certification bodies, our clients range from FTSE 100 or

Fortune 500 companies to small local businesses. Our extensive

global network offers you local resources that add real value to

your business regardless of its size, sector or scope.

l Our people – we aim to work proactively, in partnership with

your organisation by allocating full-time client managers to work

with you. These specialists have in-depth knowledge of your

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.

Companies who have chosen BSI

Tesco Stores Ltd

Student Loans Company

Limited

Highways Agency

Information Line

Office for National Statistics

Diageo Ireland

Capita Life & Pensions

Regulated

Southern Housing Group

Liverpool Direct Limited

Siemens IT Solutions

Lloyds Banking Group

British Gas

Heineken UK

Prudential

National Australia Group,

Europe

Plantronics B.V.

“BSI is always

extremely professional

and thorough. The

action plans that the

assessor left were

really valuable and we

have already taken

steps to address the

issues.”

Over 95% of BSI’s existing CCA clients

would recommend us to others for

CCA assessments

Why do I need CCA accreditation?

l Enhanced brand reputation and credibility – accreditation

provides industry recognised assurance that you and your staff

are operating a centre of excellence

l Saved time and reduced costs – assessment identifies gaps

and weaknesses to ensure effective and efficient processes exist

across multi-site operations

l Improved staff morale and retention – training and

development ensures that all parts of the business are

communicating effectively and consistently both internally

and externally

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

How do I get accreditation?

If you’re new to BSI, don’t worry - it’s a simple process.

1. Make contact

Get in touch with BSI and tell us what you need, so we can sort out the

best services for you. Together with CCA, we can help you through the

process.

2. Apply to CCA

In order to achieve accreditation, you’ll need to apply for CCA

membership by completing an application form. Visit www.cca-global.

com or contact a member of CCA team for assistance.

3. Complete your application

As a CCA member you will be able to apply for accreditation to the

standard. Once your application has been received CCA will send it to

us and we will contact you directly with a detailed proposal of costs and

time involved in a formal assessment.

4. Assessment

On acceptance of our proposal we will assign you a Client Manager,

who will be your main point of contact through the process – and

beyond. They’ll know your area of business well and will support

you as you move forward to accreditation of your customer contact

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.

“In keeping with

the last visit I found

BSI’s assessment

professionals very

approachable,

easy going and

knowledgeable of

the contact centre

industry. The assessor’s

ability to put the

agents at ease while

listening in and

observing made the

visit a lot easier to

conduct.”

BSI Group: Standards • Information • Software • Training • Inspection • Testing • Assessment • Certification

BSI Kitemark Court, Davy Avenue, Knowlhill, Milton Keynes MK5 8PP

T: +44 (0)845 080 9000 F: +44 (0)1908 228 060www.bsigroup.co.uk/ccabrochure

BSI/1

546/

0711

/JV

The BSI certification mark can be used on your stationery, literature and vehicles when you have successfully achieved certification.

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

BSI offers a comprehensive portfolio of standards-

based and business improvement training courses.

Training delivery methods include open scheduled

courses, in-company training, eLearning modules

and distance learning qualifications.

Entropy Software

BSI’s web-based management system software

solution is used by leading organisations at over

14,000 sites around the world to improve their

business performance and manage their risks.

Standards

As the UK’s National Standards Body BSI works with

businesses, consumers and the Government to

make sure that British, European and international

standards are useful, relevant and authoritative.

Product testing and certification

BSI offers CE marking and direct testing for a wide

range of products to national and international

standards. In addition, Kitemark certification

demonstrates independent proof of product testing

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