Gold Standard Benchmarking Initiative

18th February 2015

The Gold Standard is a unique benchmarking programme set up by Bright and the Call Centre Management Association (CCMA).

To achieve Gold Standard, the member will have to meet a challenging level of performance in all of the three following areas; customer satisfaction, employee engagement and operational performance. 1,000 customers per participating organisation are surveyed on what they think of the company’s service. Employees’ satisfaction with the employer, as well as a range of key internal performance metrics are also measured.

The report presentation consists of a GAP analysis to both the member’s peer group and top performers. Actionable recommendations on how to close the gap to best in class will be presented by a senior customer service consultant.

Read more about the programme on the Gold Standard website:

To apply for Gold Standard email us at