Benchmark FAQ

As a member of the CCMA you have access to an 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.

What is my data benchmarked against?

CCMA Benchmark is powered by Sabio Index, the UKs largest contact centre benchmarking survey.

When is the benchmarking portal open?

The benchmarking portal will open on 1 January 2020 and will close on 14 February 2020.

Why is the benchmarking portal only open for one month?

As well as benchmarking against the data held in the Sabio Index, your data will also be benchmarked against other CCMA members.

When will I get my benchmark report?

You will receive your benchmark report between March 2020.

Will there be another opportunity to use the CCMA Benchmark?

Yes, the benchmarking portal will open every six months. Once you have registered you will be invited to participate each time, unless you unsubscribe.

Can I submit data for more than one department?

It is possible to register to submit data for more than one department. Each department will need to register with a different company email address. Do not use the same email address as this will overwrite the existing data.

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.

Some of the questions only reference calls, not webchat or email, why is this?

Those questions in the benchmark are only measuring voice calls at this time.

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 through a third party, Sabio, appointed by us in order to process 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. Our processors are bound by contract to do the same.

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 at the bottom of any formal CCMA email communications about CCMA Benchmark or please email 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 y our request. However, it may not be feasible to include your suggestions.