Our Vision, Our Values

We are passionate about customer service. In collaboration with our members, we develop products that assist organisations, in all sectors of the economy, embrace the value of customer contact across every communication channel. Understanding the needs of our profession and responding to the challenges of delivering a great customer experience is what matters most to CCA.

CEO Blog


Shine a light...

Each week there is something in the news about disgruntled customers. Citizens Advice announced their findings around who’s winning and losing the customer service battle ratings amongst the energy firms. The research stated that while price is...

You can U-turn if you want to

This week we could almost hear the screeching tyres and smell the burning rubber as Philip Hammond performed a handbrake sort of U-turn about national insurance contribution increases announced in last week’s budget for the 4 million or so self...

Leading from the top. or not?

This week has involved quite a lot of travel which of course affords the luxury of catching up with news and actually reading articles and reports rather than snatching at twitter headlines. As usual there's the "must do this more often" no...
Read more in our blog section

Upcoming events

April 2017

CCA HQ, Glasgow
Share experiences and network with other organisations that have achieved service excellence using CCA Global Standardİ.

In this webinar you will learn how you can empower your agents to close cases faster, drive loyalty and increase core metrics in your organisation.

May 2017

Convergys, Loughview, 209 Airport Road West, Belfast, BT3 9EZ
With more customer journeys now starting in digital channels, agents are increasingly an escalation for failed digital service. We will explore how the channel mix is changing and the impact this is having on the role of assisted support. The sessions will share industry insights and best practice in relation to the changing role of contact centres in the digital age and learn how Convergys is applying its CX2020 Framework to shape the future.

June 2017

RBS 250 Bishopsgate, London
Following the success of CCA Convention 2016, we are continuing the agenda with our newly launched London Convention 2017!

Central London
Anne Marie Forsyth, CCA Chief Executive, will be moderating this practical one-day conference. Endorsed by CCA, it is tailored for those working in travel, including large, medium and small firms. It will look at ways to improve your customer service strategy, engage your workforce and improve communication across all channels.

Find out more in our events section

Latest Activity

The Digital Advantage

CCA Global and ITN Productions Cross The Digital Divide

Watch the preview video


Why CCA?

Contact the Team to find out more