FAQ - CCMA

Benchmark FAQ

As a member of the CCMA you have access to an online benchmarking tool that assesses contact centre performance against 25 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.

We’re excited to announce that the CCMA Benchmark programme is now open to non-members at £995 + VAT per submission. To be eligible, your organisation must be UK-based, with contact centres located either in the UK or overseas.

What is the process for Benchmarking?

Once you have registered for benchmarking, the CCMA will send the portal link on 2^nd January. There is no username and password just a link.

What is my data benchmarked against?

Your data will be benchmarked against other CCMA members.

When is the benchmarking portal open?

The benchmarking portal will open on 2 January 2025 and will close on 30 January 2025.

When will I get my benchmark report?

You will receive your benchmark report before the end of February 2026.

Will there be another opportunity to use the CCMA Benchmark?

Yes, the CCMA will be opening the portal on an annual basis.

Does the contact centre have to be a particular size?

No – although <20 seats may not deliver as much value.

Can I submit data for more than one department?

Yes. You are able to submit for multiple departments. Please make sure that each relevant department is clear on your submission.

What is the time frame that is being benchmarked?

1 January 2025 to 31^st December 2025.

How long does it take?

It depends how easily you can access the data. Uploading the data into the system will take just a couple of hours, but you may require a couple of days to gather the data if it is not to hand.

Is the data collected confidential?

Yes – all data is anonymised into industry averages and peer groups.

Will I see the names of the companies that we are benchmarked against?

The benchmarking exercise is anonymous. You will not see the names of any other organisation.

How is the CCMA protecting my personal data?

CCMA holds your personal data in high regard. As per the CCMA Privacy Policy, the CCMA is processing your data for legitimate interests and to deliver the service you have registered for. We have taken appropriate steps to maintain our contact information in a secure environment to prevent unauthorised use.

You may opt out of this programme at any time by email, telephone or post. If you wish to opt out, you can do so by emailing info@ccma.org.uk

Can I suggest changes to what you are benchmarking?

The CCMA is always open to hearing what you think about the services it provides. If you would like to suggest changes to what the CCMA benchmarks, please email info@ccma.org.uk and we will consider your request. However, it may not be feasible to include your suggestions.