BREAKING NEWS: The CCMA Benchmark portal will open on 4 January 2023 for one month. It is free to CCMA members – please register to participate. If you are not a member, register to participate and we will be in touch with how you can have your contact centre operation benchmarked.

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.

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.

If you are a CCMA member and want to take advantage of this new member benefit, simply complete the form below to register your interest and press submit. You will then receive an email with more information about the programme.

Register to participate in CCMA Benchmark 2026.

The CCMA Benchmark is an opportunity for you to assess your contact centre performance against 25+ core metrics. You will receive a personalised report on how you compare with your peers, based on performance from 1st January 2025 to 31st December 2025.

Benchmarking is included as part of CCMA membership – just register below to participate. If you’re not yet a member, register today and we’ll contact you with details on how your contact centre can be benchmarked.

We find the CCMA benchmarking exercise really valuable in understanding how we compare with other businesses across a whole range of customer, operational and people metrics. The robust methodology and the index give real confidence when sharing the insight with stakeholders. It always provokes debate and discussion amongst the team when we receive it, then we pull on it through the year to answer specific queries or questions that arise.

Strategy Manager Customer Care at The Very Group

Why take part?

These are just some of the reasons why taking part in the CCMA Benchmark is good for business:

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 with the backing of the report.

Benchmarking is included in CCMA membership – just register to participate.

How it works

Participating organisations submit data against a series of core questions during a one-month window.

The benchmarking process analyses the responses, draws correlations, and calculates scores across 25+ metrics. Each organisation then receives an individual report.

The report shows your score alongside the overall benchmarking results and includes commentary highlighting areas for improvement. A key purpose of participating is to use these insights to interpret your performance, set goals, and focus your efforts where they will deliver the greatest impact.

For more information please read the FAQ.

Which metrics are benchmarked?

There are three groups of metrics:

Customer Measures

Looks at metrics such as overall NPS, call quality monitoring volumes, and the average first contact resolution.

Operational Measures

Includes abandon rate, team manager to advisor ratio and total shrinkage.

People Measures

Consider advisor starting salaries, total advisor attrition, total advisor absences and hybrid working model which advisors work.

I will definitely be using this information. I am currently working on a project looking at the future of my team and will be using some of this info to back up recommendations that I will be making to our Board.

Head of Sales, Barclaycard

Registration form


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Registration form

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. CCMA will pass your registration details on to Sabio to support you through this process. Please contact [email protected].


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 [email protected].

* These fields are required.