A one-day in-house session is used to explore Global Standard© and to understand how your current customer service operation measures up against the industry benchmark.
By the end of the inhouse review, we will have created a gap analysis of your operation against Global Standard©. This will allow you to understand if any gaps exist, giving you the opportunity to set in place actions and timescales to make any changes to the business in advance of the assessment.
Dates are agreed with you and set for the independent assessment which involves an introductory planning meeting with senior management; a review of systems and processes against Global Standard© benchmarks; one to one interviews with colleagues across the business; presentation from front-line colleagues as part of the individual recognition scheme; and finally achievement of CCA Accredited Member status at the end of the process.
We will revisit your centre and present a review of the assessment and agree plans for ongoing improvements and developments.
Choose to have your award presented at a CCA event and celebrate with colleagues across the CCA network.
Take part in a series of benchmarking seminars aimed at supporting the exchange of best practice and continous improvement across accredited customer service operations.