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.

Pre-Register to participate in CCMA Benchmark 2025.

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.

It’s an exclusive CCMA member benefit – please pre-register your interest to participate. If you are not a member, register to participate and we will be in touch.

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
  • It’s exclusive for members.

 

How it works

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 25+ key 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 benchmarking survey tool. Additional commentary is provided giving guidance on areas for improvement. Interpreting the results and identifying goals and action plans to focus your efforts to improve your scores is a key purpose for participating.

For more information please read the FAQ.

 

Which metrics are benchmarked?

There are three groups of metrics: Customer Measures, Operational Measures and People Measures.

The Customer Measures will look 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.

While People Measures will 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


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.

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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 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.

* These fields are required.