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How CCMA Accreditation supports the contact centre’s strategic journey

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Bupa’s contact centre plays a central role in its ambition to become the world’s most customer‑centric healthcare company. CCMA's Accreditation Programme gave teams a clear, expert view of how their strategy, people and technology support that goal.

It highlighted what Bupa is already doing exceptionally well, from strong engagement across operations to a culture where colleagues consistently put customers first.

Most importantly, the process brought the organisation together. It shaped priorities for the years ahead, reinforced confidence and celebrated the fantastic work happening across every level.

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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.

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