UKCCF Accreditation Programme
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Become an Accredited Contact Centre
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?
Independent, evidence-based assessment
An objective on-site review carried out by experienced contact centre practitioners, providing a clear view of performance, strengths, and risks.
End-to-end operational coverage
Assessment across customer experience, agent experience, and operational strategy, ensuring no single area is reviewed in isolation.
Actionable insight, not theory
A detailed accreditation report with prioritised recommendations that can be used directly in improvement planning and business cases.
Recognised industry benchmark
Accreditation aligned to established industry standards, providing external validation that can be shared with boards, commissioners, and regulators.
Our Accreditation Process
Scoping and preparation
A structured initial discussion to understand your operation, confirm scope, and agree assessment focus areas.
On-site assessment
A multi-day on-site review, including discussions with leadership, frontline engagement, operational walkthroughs, and evidence review.
Performance and benchmark analysis
Review of key performance data and comparison against relevant industry benchmarks and UKCCF insight.
Accreditation decision and report
Formal accreditation outcome (Gold, Silver, or Bronze), valid for two years, supported by a detailed report and clear improvement actions.
What We Assess
Customer Experience
How easily customers can access support, the effectiveness of channels, and the quality and consistency of interactions.
Agent Experience
Recruitment, onboarding, training, performance management, and engagement, assessing whether agents are supported to perform well and stay.
Strategy and Planning
Operational strategy, technology approach, leadership alignment, and Corporate Social Responsibility, ensuring plans are realistic and joined up.
Watch our Webinar
Missed o8r live webinar session introducing the UKCCF Contact Centre Accreditation Programme? Watch the full replay below.
Ready to Elevate Your Contact Centre?
Apply for UKCCF Accreditation, powered by CGI, today and join the ranks of top-performing contact centres committed to excellence in customer and agent experience.
How to Apply
Please complete the form below and one of our team will contact you.
Frequently Asked Questions
The cost depends on the size, complexity, and structure of your contact centre, including the number of seats, sites, and services assessed.
Following an initial scoping discussion, we provide a clear, fixed price covering the full assessment, on-site activity, reporting, and accreditation outcome. There are no hidden costs.
The accreditation is delivered by experienced contact centre practitioners from CGI, working in partnership with UKCCF.
Assessments are conducted on site using the UKCCF accreditation framework. Accreditation outcomes are independently reviewed and awarded by UKCCF.
From initial scoping to final report, the process typically takes four to six weeks, depending on availability and operational complexity.
The on-site assessment is usually completed over four or five days.
No. This is an accreditation and benchmarking assessment.
While the report includes clear recommendations, there is no obligation to engage CGI or any other party for follow-on work. The purpose is to provide an objective view of current performance and clear improvement priorities.
Yes. The accreditation framework is designed to assess in-house, outsourced, and hybrid contact centres across both public and private sectors.
Assessment criteria are applied proportionately, considering operational context and service complexity.
UKCCF accreditation is valid for two years.
Re-accreditation provides an opportunity to demonstrate progress, reassess performance, and validate improvements made since the previous assessment