What we do
For more than 30 years, the CCMA has been absolutely dedicated to supporting contact centre professionals. We’re constantly pushing ourselves to do more for our thriving community, which happens to be the largest community of contact centre professionals in the UK. The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations – and we live by that to this day.
No matter where your contact centre is in its development, we are here to support you. And here is how:
We give those that work in contact centres the chance to discuss ideas and share experiences through member-only Special Interest Groups and online and in-person events.
Members are invited to become Accredited through the Contact Centre Standards Framework and get independent guidance on where to focus for improvements. There is also the opportunity to benchmark the operation against 25+ KPIs.
The CCMA Academy gives everyone a structured learning opportunity to support both personal and professional development for the benefit of their operation.
And of course, we celebrate the progress our industry is making through the UK National Contact Centres Awards. Those that win go on to share their stories through channels such as the UK National Contact Centre Conference, Best Practice Visits and CareerTalk. They are invited to input into the Special Interest Groups and other events.
And so, the circle of contact centre development continues.
The CCMA Experience
No matter how you connect with the CCMA, we strive to give you the CCMA Experience every time:
- Interactive: Everything we do is interactive and engaging to help you learn from each other.
- Experience: We draw on our own knowledge and experience and of those around us to provide support and guidance.
- Fun: We truly believe that you have to have fun at work; so we bring this as much as we can.
- Professional: Through the fun, we remain professional and pragmatic in all we do.
- Practical: We’re always looking for practical takeaways to support operational and personal development.
- Credible: We bring authority through respect for our work and our unwavering focus on our purpose.
- Together: Connecting with each other and working together we can achieve anything.
Our purpose
To support contact centre professionals to deliver business success.
Our aspiration
The best place for contact centre professionals to network, learn and be recognised.
Our mission
Modernise society’s perception of the contact centre industry.
Our vision
For contact centres to be regarded as the most valuable function in business.
What we stand for
- We will always put our member’s needs first.
- We care about our industry, the people within it and the challenges they face.
- We will always provide value for money services and great customer experiences.
- We are open and honest, listening and responsive.
- We are always looking to help members and friends of the CCMA with a smile on our face.
- We are reliable and do things properly and responsibly
- We will never share our member’s contact details with third parties
- We provide a safe environment for people to learn and grow
