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Become a CCMA Accredited Contact Centre

Underpinned by the Contact Centre Standards Framework
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Celebrate What's Working and Discover What's Possible

Your contact centre is so much more than calls, queues and KPIs. It’s a vibrant, people-powered environment where brand, customer and colleague experience meet. Having the right infrastructure, a clear operating model and appropriate processes and policies in place to enable your people is critical – but not always easy to get right.

What becoming an Accredited Contact Centre does is shine a light on what you’re doing brilliantly and offers clear, practical insight into where you can go even further. Underpinned by the Contact Centre Standards Framework, you’re assessed against five pillars. It gives you independent recognition of your commitment to your operation, expert feedback and guidance through a detailed report and access to ongoing support you can use to make meaningful progress.

Accreditation isn’t about being perfect. It’s about progress.

Independent Validation and Direction

To be clear, this isn’t just about a badge on a website (though you’ll receive one). It’s about what sits underneath: the culture, the thinking, the leadership, the service and the heart of your operation. When you undertake the assessment, you’re investing in a structured, independent review of your contact centre that helps you understand where you are today and where you may want to focus next.

For some organisations, this validates that they are already operating at an industry-leading level. For others, it provides clarity, reassurance and a clear route forward. Both outcomes are equally valuable.

Where accreditation demonstrates industry-leading practice, organisations may also benefit from wider recognition. We invite top-performing accredited contact centres to be nominated for the Contact Centre Excellence Award at the UK National Contact Centre Awards. For many organisations, however, the value lies just as much in the insight, validation and confidence gained through the accreditation experience itself.

Organisations assessed for CCMA Accreditation will be members, with the option to join at the point of application. Accreditation is open to both in-house and outsourced contact centres, with the framework designed to flex for BPO and outsourcing environments to ensure relevance. Assessments can be applied at a single-site level, including environments supporting multiple brands or clients, and organisations also have the flexibility to request accreditation for a specific brand or client where required. The model fully supports hybrid and homeworking operations, reflecting modern ways of working.

CCMA Accreditation Information Pack

If you’d like a clear overview of the CCMA Accreditation Programme to read in your own time or share internally, this information pack brings together the purpose of accreditation, the five pillars, what to expect from the assessment process, and how organisations typically use the outcomes.

CCMA Accreditation Information Pack
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What the Independent Assessment Provides

Applying the Contact Centre Standards Framework through accreditation provides organisations with:

  • A personalised report and executive summary
  • Structured feedback against each assessment statement
  • Achievement across each of the five pillar areas
  • An overall accreditation outcome
  • A digital accreditation badge for marketing and internal recognition
  • A physical trophy to display and celebrate accreditation
  • Accreditation validity for 24 months

Where accreditation demonstrates industry-leading practice, organisations may also be eligible for wider recognition, including nomination for industry awards.

The Accreditation Journey

The journey through the Contact Centre Standards Framework is structured and fully supported.

  • A discovery call is held to understand your operation, drivers for accreditation and pricing
  • An onboarding call provides guidance on documentation and evidence to upload to the secure portal
  • An independent Appraiser is assigned and reviews evidence in advance of the site visit
  • A one-day on-site assessment takes place, covering all five pillars
  • A personalised report, digital badge and trophy are provided within 21 days
  • A follow-up call is held within 14 days to review recommendations and discuss ongoing support
  • Optional support calls take place every six months to review progress
  • Organisations may apply for reaccreditation after two years

Eligibility and Operating Settings

The Contact Centre Standards Framework is open to all UK contact centre operations.

  • Organisations assessed will be members of the CCMA and may join at the point of application
  • In-house and outsourced contact centres may be accredited
  • Adjustments are made to ensure relevance for BPO and outsourcing environments
  • Hybrid and homeworking operations are fully supported
  • Single sites may include multiple brands or clients
  • Organisations may request assessment of a single brand or client

Why Being Accredited Matters

  • Use your scores and insights to shape strategy and change.
  • Share your achievements with clients, boards and key stakeholders.
  • Support improvement planning with meaningful feedback.
  • Attract great talent and boost colleague pride.

Strengthen Your Brand and Reputation

Share your digital accreditation badge across your website, email footers and social media. Use your accreditation outcomes to build credibility with clients, regulators and key stakeholders.

Support Business Development

Include your accreditation in tender submissions or RFPs to demonstrate operational maturity and service quality. Independent validation helps build confidence with prospective clients and partners.

Engage and Energise Internal Teams

Celebrate success through internal communications and storytelling. Recognise the contribution of colleagues and reinforce pride in the role your contact centre plays.

Focus and Prioritise Improvement

Use the insight and recommendations from your report to identify where to focus investment and effort for the greatest people or performance impact.

Guide Transformation and Change

Use accreditation as a baseline before or after major initiatives such as new technology, hybrid working models or customer experience redesign.

Drive Culture and Engagement

Recognise and celebrate the role colleagues play in your accreditation outcomes. Use the experience to reinforce pride, strengthen engagement and build a shared improvement mindset across the contact centre.

Feed into Strategic Planning

Use accreditation insight to support long-term planning and decision-making. Evidence progress in culture, service and performance when engaging boards, senior leaders and key stakeholders.

Identify Real Development Needs

Shape learning, training and coaching priorities using insight from the five pillars. Turn accreditation feedback into focused development activity that supports capability and future leadership.

See CCMA Accreditation in Practice

Hear directly from contact centre leaders who have taken part in CCMA Accreditation and learn what the experience is really like.
5 minute watch
NewDays explains the importance of accreditation
NewDay share why they chose accreditation, what the process involved and how it helped validate strengths while highlighting opportunities to improve.
Operational Excellence
Read more
5 minute watch
SSCL uses accreditation to optimise operations
SSCL discuss their experience of CCMA Accreditation and how the process helped them better understand their operation and identify areas for development.
Operational Excellence
Read more
5 minute read
Cadent Gas becomes an Accredited Contact Centre
Cadent Gas, the UK’s largest distribution network, saw the Contact Centre Standards Framework as an opportunity to pinpoint areas in their operation that needed more focus.
Operational Excellence
Read more
15 mintue read
Dialect Discovers Pathway to Excellence through Accreditation
Relative new outsourcer in the UK, Dialect, were looking for independent guidance to support their growth journey to contact centre excellence.
Operational Excellence
Read more

You’ll be strong in some areas, and there will always be others where you can improve. Having that honest, structured view is what makes the experience so valuable."

Director of Customer Operations, NewDay
  • 5 min watch

NewDays explains the importance of accreditation

NewDay share why they chose accreditation, what the process involved and how it helped validate strengths while highlighting opportunities to improve.
  • 5 min watch

SSCL uses accreditation to optimise operations

SSCL discuss their experience of CCMA Accreditation and how the process helped them better understand their operation and identify areas for development.
  • 5 min read

Dialect Communications takes stock of their ops

Dialect Communications were looking for a holistic assessment of their operation that would provide focus for the future.
  • 5 min read

Cadent Gas becomes an accredited contact centre

Cadent Gas discuss how the CCMA Accreditation process is helping to shape future direction and improvement priorities.

Take the First Step

If you’d like to explore whether CCMA Accreditation is right for your contact centre, start a conversation with the team to learn more.

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.