Privacy Policy

Who we are

CCMA is the Call Centre Management Association. Registered office: 2nd Floor, Regis House, 45 King William Street, London EC4R 9AN. Our company registration number is 5799326. Our VAT registration number is GB153131744. Our ICO registration number is ZA245650.

Leigh Hopwood is the Data Protection Officer and can be contacted on

Where we got your information

Your information has been provided by you or a colleague in order to receive products, services or communications from us. Your data was provided through our websites, via email, print media or over the phone.

From time to time the CCMA may acquire data from third parties. If this happens, we will contact the people in the dataset using the contact channel provided to inform them that we have their data and that they can object to us using their data to provide legitimate business communications.

For information about your rights, please see ‘Your Rights’ section below.

What we do with your personal data

The CCMA is a community of contact centre professionals and in order for us to service this community – for example by providing updates, resources, events and training – we collect personal data from site registrants, event attendees and members.

If you provide your data and give us permission, we will use your data to maintain email, telephone and offline contact with you, preferably at your place of business.

Whenever we process data for these purposes we will ensure that we always keep your personal data rights in high regard and take account of these rights.

What does Legitimate Interests mean?

‘Legitimate Interests’ means the interests of our company in conducting and managing our business in providing CCMA members and customers with the best service and communications and most secure experience.

For example, we have an interest in making sure our marketing is relevant for you, so we may process your information to send you marketing that is tailored to your interests.

It can also apply to processing that is in your interests as well. For example, we may process your information to protect you against fraud when transacting on our websites, and to ensure our websites and systems are secure.

When we process your personal information for our legitimate interests, we make sure to consider and balance any potential impact on you (both positive and negative), and your rights are under data protection laws. Our legitimate business interests do not automatically override your interests; we will not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law).

Who we share your data with, and why

When registering to attend an event or downloading research or content, the name, job title and company will be shared with the sponsor of the activity. We may also take a photo and use it for marketing purposes, including sharing it on LinkedIn.

We use a third party provider, Mailchimp, to deliver our email communications. We gather statistics around email opening and clicks using industry standard technologies to help us monitor and improve our communications. For more information, please see Mailchimp’s Privacy Notice.

When entering awards organised by us, your personal data will be shared with judges to enable them to arrange site visits. Judges are contracted under NDA not to share your personal data or any other information they acquire during the judging process.

AwardsForce is used to administer the awards programme. We gather information in order to progress the judging process and contact nominators. For more information, please see AwardsForce’s Privacy Notice.

When transacting with us your personal data will be shared with our payment service provider, PayPal. See PayPal’s Privacy Policy.

Your personal data is stored in Salesforce. It is used to send you relevant and targeted communications for your benefit. It is also used to keep a record of the activities you have received from us. For more information, please see Salesforce’s Privacy Notice.

We use WordPress to publish our website, blog and some of our microsites. These sites are hosted with Netmatters, please see Netmatters’ privacy policy. We use a standard WordPress service to collect anonymous information about users’ activity on the site, for example the number of users viewing pages on the site, to monitor and report on the effectiveness of the site and help us improve it. For more information about how WordPress processes data, please see Automattic’s privacy notice. We also use Google Analytics to process this data. Please see Google’s privacy policy.

We use a third party provider, Hootsuite to manage our social media interactions. If you send us a private or direct message via social media the message will be stored by Hootsuite for three months. It will not be shared with any other organisations.

When participating in CCMAs benchmarking, your personal data will be shared with Sabio to enable them to process it to provide the benchmarking report. Sabio is required to be GDPR compliant as a supplier to the CCMA and is contracted under NDA to only use your personal data for the purposes of the benchmarking.

We will also monitor any emails sent to us, including file attachments, for viruses or malicious software. Please be aware that you have a responsibility to ensure that any email you send is within the bounds of the law.

We hold your personal data in high regard and will not share your data without your consent.

How long we hold your data

We will hold your data for as long as it remains relevant to do so. Should you leave the industry and we are informed, we will retain your personal data but will stop sending you communications.

Where we process your data

We process data at our registered offices and (under contract) at the sites of data processors and third parties appointed by us. Some of these processors may be outside the EEA.

We apply UK data protection law to our processing.

How we keep data secure

We take appropriate steps to maintain our contact information in a secure environment to prevent unauthorised use. Our processors are bound by contract to do the same.

Our use of cookies

Cookies are small text files that are placed on your computer, with your permission, in order to let websites do several important things, including remember what’s in your shopping basket and which pages you have visited.

When you first visit our websites we ask for your consent to use cookies. You can choose not to accept cookies, but please be aware that services you request may not be available. If you delete your cookies or clear your cache you may be asked to give your consent again.

If you wish to revoke your consent to the use of cookies on this website you can either delete the cookies in your browsers memory or clear your cache.

Following links to other sites

If you follow links to their sites from our website your data will be subject to the privacy policies of those sites. You should refer to these policies before providing your data.

If this policy changes

Changes may be necessary to this policy to reflect legal or data processing developments. If we change the policy we will provide information on our website so that users can review the changes. Any significantly different use of your data will be communicated to you and you will be able to choose whether you agree to the new use and opt out if not.

This policy was last updated on 1 April 2018.

Your rights

You may opt out of receiving information from us by email, telephone or post. If you wish to opt out, you can do so at the bottom of any formal CCMA email communications or please email

Please bear in mind that if you opt out, this may affect our ability to deliver personalised communications for your benefit.

You may request a copy of the information held about you by emailing From time to time, we will send you marketing communications that are relevant to you. We also use your data to personalise and improve your experience on our digital platforms, provide products and services you request from us, and to carry out profiling and market research.

Concerns or complaints

If you have any complaints about how we are collecting, storing or processing your data, please contact us on 0333 939 9964 or email

You may also complain to the ICO (Information Commissioners Office), the UK’s independent authority set up to uphold information rights in the public interest, promoting openness by public bodies and data privacy for individuals.