Supplier Overview

The UK Contact Centre Forum (UKCCF), powered by CGI.

Elevate Your Standards with UKCCF Accreditation.

The UK Contact Centre Forum (UKCCF), powered by CGI, offers a comprehensive accreditation programme designed to enhance the performance and operational excellence of contact centres. Our framework covers three core pillars: Customer Experience, Agent Experience, and Strategic & Planning.

Why Choose UKCCF Accreditation?

Holistic Assessment: In collaboration with CGI, we will conduct a thorough on-site assessment, evaluating various aspects of your contact centre operations to ensure a seamless and efficient customer journey.

Independent Evaluation: Our impartial, expert-led evaluations provide a clear, objective analysis of your contact centre’s performance, helping you identify areas of improvement and leverage strengths.

Comprehensive Reporting: Receive a detailed, bespoke accreditation report with practical recommendations to support your continuous improvement efforts and strategic objectives.

Industry Recognition: Achieve a prestigious accreditation that reflects your commitment to excellence in customer and agent experience, validated by industry standards.

Our Accreditation Process

Initial Consultation:
Begin with a discovery call to understand your operation and prepare for the assessment.
On-Site Assessment:
Our team will conduct a comprehensive on-site evaluation over several days, engaging with key stakeholders and reviewing critical components of your operations.
Data Analysis:
Analyse key performance indicators (KPIs) and benchmark against industry standards to gain insights into your operational efficiency and effectiveness.
Reporting and Accreditation:
Receive a comprehensive report detailing your accreditation level (Gold, Silver, Bronze), valid for two years, along with actionable recommendations for improvement.


What We Assess

Customer Experience: Evaluate the ease and effectiveness of customer contact through various channels and the quality of interactions.
Agent Experience: Assess the support, engagement, and development processes for agents to ensure they are well-equipped and motivated.
Strategy & Planning: Review your operational strategy, technology stack, and Corporate, Social & Responsibility (CSR) initiatives to ensure they align with business goals and industry best practices.