1. Quality
Standards
Security
Skills
Staffing

2. Valuable and Solid piece of work
An Independent Review
Framework for Best Practice
An Improvement Tool
Commonly Agreed Processes
Valuable and Solid piece of work

4. How a contact centre should not work
50%-60% staff turnover
Mandatory over-time
Abandoned calls the norm
65 evaluation form questions
Absolutes and micromanaging
No customer understanding
No employee input
Packed in like factory chickens

5. A History of Innovation5 5
A History of Innovation
BSI pioneered the development of assessable management system standards for:
1979
Quality Management
BS 5750
→ ISO 9001
1992
Environmental Management
BS 7750
→ ISO 14001
1995
Information Security
BS 7799
→ ISO 27001
1996
Occupational Health & Safety
BS 8800
→ BS OHSAS 18001
2000
Customer Satisfaction
BS 8600
→ ISO 10002
2002
IT Service Management
BS 15000
→ ISO 20000
2006
Integrated Management
PAS 99
2007
Business Continuity Management
PAS 56
→ BS 25999
We need to position bs in with other management system standards. Some you wil know well, others will be unfamilia
From a BS to an ISO. 5 5

6. What is a standard? An agreed, repeatable way of doing things6
What is a standard?
An agreed, repeatable way of doing things
A full consensus of all interested parties, so not imposed
Voluntary
Best practice not general practice, thus aspirational
Updated on a regular cycle
©Ultima Business Solutions Session 1 Version 2.0c 6 6

7. Benefits of the CCA standard©
Identification of gaps and weaknesses in processes
Consistency of approach across multi-site operations
Improved customer service
Recognition as a centre of excellence
Improved staff retention
Continual improvement

8. Who is it relevant to?
Relevant to contact centres of all sizes, both new and mature and in both the private and public sector.
The CCA standard can be implemented as a stand alone system or integrated with an existing ISO 9001 management system.

9. What about certification?9
- Independent approval 9

10. 1 2 3 4 Initial enquiry STEP Quotation provided STEP STEP10 10 1
STEP
Initial enquiry
Contact us and the CCA, we will arrange the services
that best suit your needs. 2
STEP
Quotation provided
An estimate of costs and timescales
for formal assessment. 3
STEP
Application submitted
A formal application for certification. 4
STEP
Julian, there will be a large number of our consultant partners in the audience tomorrow and I think you should mention them in your presentation.
I suggest that when you run through the route to registration, when you get to the gap analysis you say something like:
“at this stage or earlier you may wish to engage the services of an external consultant to help you implement a compliant BCMS. As a certification body, BSI can’t actually help you implement the processes that we will eventually audit but we do have our Associate Consultant Programme which is aimed at helping clients identify a selection of suitable consultants that can work with you.”
Assessor appointed
Your assigned Lead Assessor will be your
principal contact throughout the process. 10 10 10

11. 5 6 7 8 STEP Undertake optional pre-assessment STEP11 11 5
STEP
Undertake optional pre-assessment
A gap analysis of your management system. 6
STEP
Undertake full assessment
A full on-site assessment takes place. 7
STEP
Certification recomendation
A report and recomendation is sent to the CCA.
Your certificate is then issued.
Continual assessment
Annual surveillance visits ensure you continue
to meet the requirements of the Standard. 8
STEP 11 11 11

13. The Basics - CCA Standard Third Party and Managed Relationships (Outsourcing)
Section 1 – Governance Framework and Strategic Alliance
Section 2 – Client and Customer Focus
Section 3 – Performance and Operational Effectiveness
Section 4 – Recruitment and Retention Strategies
Section 5 – Learning and Development
Section 6 – Legislation, regulation and policies affecting your operation

17. BSI will check..... Contact Centre Process
Measurements - what , how, who
Training and competence - who, what,
HR function, Health and Safety
Define the client relationship -
who, what , why, where and when.
Business model
The hard business facts.

18. Quality
Problems

19. Complaints Comments Training approved? In place? Well thought out?
SLA's in place?
Formal checks?
Practical checks?
Reports?

20. 24+ Comments Complaints 4 8 8 Comments 4 4 8 Training approved?4 8 8
Comments
Training approved?
In place?
Well thought out?
SLA's in place?
Formal checks?
Practical checks?
Reports? 4 4 8
24+ Comments

21. Controls

22. Why is certification important?22
Why is certification important?
Public assurance that your business is 'Up to Standard'
Reduces the overall burden of internal and external audits
Clear business advantage
Independent view of your operation 22

23. Start thinking about the CCA Standard - Now would be good.
Julian Thrussell
UK Product Manager