GCCMI Call Center Model:
To understand how the GCCMI CCBP-SS 2.900 was conceived and developed, It is fair to state that all started with the world-renowned Business Integration Model: the strategy as a main driver for people, process and technology business capabilities.
The GCCMI Call Center Model (GCCMI CCM) is a business performance customer-centric prototype. Driven by strategic direction, the traditional People, Process and Technology business capabilities are replaced by Human Capital, Service Operation and Business Support capabilities
GCCMI CCBP-SS 2.900 Standard Set
GCCMI Call Center Best Practices Standard Set (GCCMI CCBP-SS 2.900) is a set of best practices designed to serve as a blueprint for performance excellence for contact centers worldwide, including fast-changing and AI-enabled service environments. These contact center practices are suitable for a customer service or sales environment.
Your contact center is assessed against this standard to determine certification readiness.
GCCMI CCBP-SS 2.900 Standard is composed of three strategic business capabilities (talent deployment, talent engagement and talent support). Each capability has a set of multicultural call center best practices
Each of the twelve GCCMI call center best practices include a set of observable management practices or performance management characteristics. GCCMI measures your degree of representing each management practice or performance management characteristic through a compliance assessment scale.
If your overall score is 70%+, GCCMI will then issue your call center Certificate in Performance Excellence
The charter below depicts each strategic capability with its own standard set of best practices: Talent Deployment Capability Standard Set (TD SS1) / Talent Engagement Capability Standard Set (TE SS2) / Talent Support Capability Standard Set (TS SS3)
Figure 2.1 GCCMI CCBP-SS 2.900 Standard
Certify Your Call Center Now!
The whole process from application to accreditation is comprised of 5 working days duration
In total, there are today 12 best practices depicted across all GCCMI three performance drivers or Call Center Strategic Business Capabilities, resulting in the GCCMI Call Center Best Practices Standard Set (GCCMI CCBP-SS 2.900). Each best practice is composed of performance management characteristics which are mapped to a compliance continuum.
In mathematical expression: (TD SS1)+ (TE SS2)+ (TS SS3)= CCBP-SS 2.900
Summation of PMC = BP Summation of BP = CCBP SS 2.900 (Call Center Best Practices Standard Set 2.900)
Leading contact centers continuously look for ways to improve service, control and customer experience.
To earn the GCCMI call center certification, your call center performance is not compared against another set of benchmarked data or compared to any other peer center or statistical indicators. But rather, you perform a compliance check against a set of qualitative call center best practices statements.
GCCMI Call Center Best Practices Standard Set (GCCMI CCBP-SS 2.900) depicts 12 multicultural call center best practices that fit most contact centers globally. Only leading contact centers that are adopting and implementing most of GCCMI Call Center Best Practices Standard Set (GCCMI CCBP-SS 2.900) should be well positioned to achieve certification.
Certifying your Call Center Site - Certification Steps
There are easy online steps:
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You, as a call center, fill out and submit the site certification application form (SCAF) – couriered to you Free
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GCCMI reviews your SCAF, assesses your response input and produces certificate notification (if 70%+ is achieved)
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GCCMI sends you the URL link for online payment. Once payment is received, the assessment report is emailed to you while the certificate is issued and shipped in an elegant frame to hang it your call center workplace.
GCCMI CCBP-SS 2.900 Standard Set
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Represents the business requirements as performance management characteristics, a call center must meet to become certified
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Scopes out the business requirements for the adoption and implementation of the GCCMI CCBP-SS 2.900 Standard towards performance excellence
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Contains clear and simple yet comprehensive set of performance management characteristics
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Enables leading centers to adopt a structured approach of call center performance management characteristics mapped to each best practice
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Enables leading centers to enhance their own performance during crisis and implement further improvement management practices on their own and achieve more tangible performance improvement in the actual call center workplace
- Offers a performance management method that defines a neutral and unbiased approach towards performance excellence
- Certifies your call center for performance excellence by mapping out the GCCMI CCBP-SS 2.900 Standard to a compliance matrix.
The following diagram is an illustration for few performance characteristics across GCCMI CCBP-SS 2.900 Standard
