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We work with a number of clients to assist them with Contact Centre Association Global Standard certification.
The key principles of the CCA Global Standard Version 4 are:
- Customer Focus
- Contact Centre performance and operational effectiveness
- Employee focus; recruitment, selection and retention strategies
- Learning, development and employee performance management
- Legislation, regulation and policies affecting your operation
- Third party and managed relationships
- Security and fraud prevention
- Implementing and managing contact centre technology
We work with all sizes of companies to give them a system which meets their expectations within agreed timescales and budgets.
- Full implementation of the Contact Centre Association Standard, writing policies, procedures and processes necessary to demonstrate compliance, scheduling and performing internal audits, training of employees and assistance during any formal third party certification audit if required
- Implementation guidance can be provided. We can support your own implementation team from telephone assistance to onsite mentoring as required.
- Internal Audits. Consultancy52 can provide an auditing service as a one off project or as part of an ongoing maintenance plan.
- CCA Standard Training. Training packages including management representative training, internal audit courses, Introduction to the Contact Centre Association Global Standard requirements.
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