Contact

Contact Centre Governance, Risk and Compliance

Learning Level: Strategic Leader
Format: 3 Hours
Delivery: Virtual
Online
View Upcoming Dates
View All Courses

As contact centres take on greater responsibility for customer trust, data, regulation and AI, governance can no longer be an afterthought. This practical course helps you build confidence in managing risk, compliance and accountability across the contact centre.

Contact centres sit at the centre of growing operational, regulatory and reputational risk. From data protection and vulnerable customer management to outsourcing, fraud prevention and AI adoption, today’s leaders are expected to make decisions that protect customers whilst supporting business performance. 

The challenge is that governance often feels complex, disconnected from operations or owned by specialist teams elsewhere in the organisation. This course helps you move beyond compliance checklists and develop a practical understanding of how governance, risk and compliance influence every part of the contact centre. 

Through interactive discussion, practical examples and real contact centre scenarios, you’ll explore how to identify and assess risks, establish appropriate controls and create accountability without creating unnecessary bureaucracy. You’ll learn how good governance supports better decision-making, stronger customer outcomes and greater organisational resilience. 

Designed for contact centre professionals responsible for operational performance, regulatory compliance, supplier management or change programmes, the course provides a practical blueprint for success. You’ll develop the knowledge, confidence and leadership mindset needed to create a culture of accountability, build trust, consistency and clear expectations, and ensure your contact centre is prepared for an increasingly complex operating environment. 

Learning alone does not change culture, application does. You’ll leave with practical actions, frameworks and measures of success that can be applied immediately within your own contact centre.

Course content

  • Governance fundamentals Understand how governance supports accountability, oversight and responsible operational decision-making. 
  • Understanding risk Identify operational, customer, regulatory and reputational risks across contact centre environments. 
  • Risk assessment approaches Explore practical methods for evaluating likelihood, impact and organisational exposure. 
  • Compliance obligations Understand key regulatory requirements and responsibilities affecting contact centre operations. 
  • Controls and assurance Learn how controls reduce risk whilst supporting operational effectiveness. 
  • Data protection responsibilities Explore governance considerations for customer information, privacy and security obligations. 
  • Managing third-party risk Understand governance requirements when working with outsourcing and supplier partners. 
  • Leadership accountability Examine how leaders create confidence through visible ownership and decision-making. 
  • Building a risk culture Create a culture of accountability through trust, consistency and clear expectations. 
  • Action planning Develop a practical governance improvement plan for your own operation. 

Learning outcomes

  • Explain the role governance plays in creating accountable, resilient contact centre operations. 
  • Identify operational, regulatory and reputational risks before they impact customers significantly. 
  • Apply practical risk assessment approaches to support stronger operational decision-making processes. 
  • Understand key compliance requirements and their implications within contact centre environments. 
  • Create governance structures that balance control, innovation and operational agility effectively. 
  • Engage stakeholders confidently in risk, compliance and assurance related discussions. 
  • Develop practical actions that strengthen organisational trust, accountability and resilience.

Enquire here

Who should attend?

People responsible for risk, compliance and operational oversight of the contact centre .

What will you learn?

Manage risk in the contact centre confidently while protecting customers, colleagues and organisational trust.

How much is it?

£375 + VAT. Members receive a 20% discount.

Format Info

3 hour online workshop, using Zoom.

Group discount

Additional discounts available for group bookings
Enquire

Who is it for?

People responsible for risk, compliance and operational oversight of the contact centre .

Why should you go?

Manage risk in the contact centre confidently while protecting customers, colleagues and organisational trust.

How much is it?

£375 + VAT. Members receive a 20% discount.

Meet the Trainer

No Academy Leader assigned to this course.

Ready to book this course?

Select a date now to book or join the CCMA first and save on all Academy training courses.
Join CCMA
Book This Course
For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry 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.

Quick Links

Resources

Contact Us

  • 0333 939 9964
  • info@ccma.org.uk
  • CCMA Ventures Limited
    5th Floor
    16 Great Queen Street
    Covent Garden
    London
    WC2B 5DG
  • CCMA LinkedIn
© 2026 Contact Centre Management Association. All rights reserved.
Reg No: 5799326
Privacy Policy Website Terms and Conditions

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.