Feedback from some of our members

There are many benefits of CCMA membership. It is good to be able to attend events, create your own network of contacts and to be able to listen to what is going on in the sector from lots of different viewpoints. Also, having people at the CCMA that you can pick up the phone and speak to about a particular issue you are having is very useful. I know I can call the CCMA, but what is more, through them I have built a wider group of trusted contacts that I can also call upon. It is also great to be able to contribute our own expertise with other organisations.

Michelle Norcliffe, General Manager of Operations, MacMillan Cancer Support

If you work in the industry then being a member is a definite must. You meet some great call centre professionals who have been in the business for years and can share invaluable advice. You can learn and share best practice with call centres of all sizes and industry sectors. I found the ‘Introduction to Contact Centre Management’ course really useful as there were so many elements of my role covered, and it was particularly useful as it helped during my promotion to Contact Centre Manager.

Melissa Santos, Call Centre Manager, Metro Bank

What I personally like is the sense of community that the CCMA creates, encouraging call centre professionals to share best practice. Having access to this pool of talent is helping me to shape the future direction of our operations, and I hope that I am also able to make a valuable contribution to other members. The organisation has a genuine desire to help call centres continuously improve – it creates an environment of openness amongst industry professionals that we all benefit from. If you haven’t already, I would definitely recommend joining the CCMA.

Steve Moxon, Centre Manager, DirectLine Group

One of the most helpful things for any contact centre professional is the opportunity to go and visit other businesses in order to share best practice. The CCMA is able to open doors that may otherwise remain shut. Without doubt the award it has opened a lot of doors for me. It has given me the opportunity to visit other contact centres and gain insight into how they operate and in turn take this information back to my own operation and use it to improve our business. Last year I was able to observe some of the judging for the awards and this is something I am very eager to get even more involved with in the future. Having been the recipient of an award I know the benefits and I want to help the current and future superstars of our industry come alive and shine.

Philip Hargreaves, Call Centre Manager, BT

As a Founder Member of the Association, Rob Clements joins the CCMA in celebrating its 20th anniversary. When I joined the CCMA way back in 1994 I was fresh faced in the call centre world. I wanted to gain as much experience and knowledge as I could and build up my network of contacts and the CCMA helped me to do that. As time has gone by and my responsibilities broadened what I need and want from the association has evolved.

Today, I particularly enjoy being involved with the General Insurance Specialist Interest Group, where I am joined by likeminded people who are passionate about customer service. The CCMA provides me with a rich source of knowledge and as I am responsible for an 80-strong team at Covéa Insurance it is great to be able to share this knowledge with my team. One of my team recently attended the ‘Introduction to Resource Planning’ training course and found it very beneficial indeed. We are now looking at sharing the insights from this course with other managers in our organisation to help them with their resource planning activities.

Rob Clements, Covea Insurance



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