Benchmark

Understanding how well your contact centre operates can help you focus your time and investments into improving the right areas to deliver an improved customer and employee experience.

From talking with our members, we recognise that there are some organisations that just want to compare their performance against a small number of core metrics. For those member organisations we have created the CCMA Benchmark.

Choose the option that works for you

Benchmark against 20 metrics

Free online benchmarking tool for CCMA members that assesses contact centre performance against 20 core metrics.

Benchmark against 70 metrics

For just £5k, CCMA members can benchmark their performance against 70 KPIs covering customer, operational and people measures.

Benchmark with Sabio support

Sabio will provide a consultant to help with KPI data gathering and translating your results into operational initiatives all for just £9k.

The CCMA Benchmark is an online tool that assesses contact centre performance against some core metrics covering customer, operational and people measures. There is an entry level option, free to members, that offers benchmarking against 20 core metrics. In recognising that some organisations want to benchmark performance more widely or require support in gathering data and using the outputs to effect improvements, we have two further offerings provided through our partner, Sabio, at a preferential rate for CCMA members.

Taking part in the CCMA Benchmark is good for business, and these are just some of the reasons why:

  • Find out how your contact centre performance compares to your peers
  • Understand where to focus your time and money to make improvements
  • Use the opportunity to increase morale and motivation in your team
  • Raise the credibility of your contact centre internally by celebrating your results
  • Gain the confidence to enter industry awards

CCMA Benchmark against 20 metrics

As a member of the CCMA you have access to a free online benchmarking tool that assesses contact centre performance against 20 core metrics covering customer, operational and people measures. If you participate you will receive a personalised report showing your performance against the benchmark, plus guidance on areas for improvement.

Benchmark against 70 metrics

For just £5k, CCMA members can benchmark their performance against 70 KPIs covering customer, operational and people measures. When the portal opens on 1 January 2020, members simply upload their data, taken from 1 July-31 December, into the Sabio Index and in March will receive a personalised report benchmarking their performance against their peers.

Benchmark with Sabio support

Gathering data to measure your performance against 70 KPIs can appear daunting. Or once you’ve uploaded that data, knowing how to interpret it and then use the outcomes to make a difference to your performance requires a specific skillset with knowledge and experience to be effective. Here at the CCMA we recognise that our members may want this support.

So, for just £9k, Sabio will provide a contact centre consultant to support the data gathering as well as the interpretation of the results into realistic and achievable initiatives. These initiatives, whether quick wins or strategic projects, will enable you to continue to improve the performance of your operation and the impact on both the employee and customer experience.

How it works

The study takes place every six months. Participating organisations provide data against a series of core questions during a one-month window.

The responses are analysed. Correlations are drawn and scores provided against the contact centre metrics. A report is then sent to individual participants.

Each report states the score for the participant compared to the score in the Sabio Index, the UKs largest benchmarking survey tool. Additional commentary is provided giving guidance on areas for improvement.

For organisations that opt for Sabio support, you will have a contact centre consultant from Sabio to work with you throughout the process, from data gathering through to interpretation of the report and the development of improvement initiatives.

For more information please read the FAQs.

About Sabio Index

Sabio Index is the UKs largest online benchmarking tool. It is an easy to use online portal enabling you to benchmark your most relevant customer service and digital metrics against your peers and the industry. It gives you an independent, reliable and authoritative view of where you need to focus your budget, time and resources to optimise customer and business outcomes.

Registration form

Simply select the benchmarking option that you’re interested in, complete the form, submit, and we’ll be in touch.


By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

* These fields are required.

Registration form

Simply select the benchmarking option that you’re interested in, complete the form, submit, and we’ll be in touch.


By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

* These fields are required.