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GCCMI Compliance Continuum
GCCMI compliance measures how consistently a contact center applies proven management practices. GCCMI offers a holistic approach to contact center compliance through the CC-PASS assessment scale.
The scale measures the degree of compliance and grants a certificate of performance excellence for a score of 70% or more. The assessment report provides practical opportunities to improve contact center performance
Figure 3.1 GCCMI CCBP_SS 2.900
The GCCMI three-item continuum scale was designed for simplicity:
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Do not demonstrate compliance to the statement at all within your call center
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Basic awareness of the practice but no demonstration
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Partial Effective Demonstration of compliance to the statement but not consistently
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Some aspects or parts of the GCCMI CCBP-SS 2.900 Standard Set are met. The understanding of the statement is correct, but the manner of adoption is not effective though
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Full Effective demonstration of compliance with the statement effectively and consistently
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Consistent and effective. Adopt this practice in most complex situation and environment. The call center acts entirely in accordance to GCCMI CCBP-SS 2.900 Standard Set
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As our approach to best practice standards is holistic, so are the scoring results of CC-PASS. If a call center scores less than 70% in compliance to a certain Standard Set but the overall scores across all Strategic Business Capabilities is 70% or more, the call center would still be entitled to the certification. The certified scope of call center best practice standard sets (GCCMI CCBP-SS 2.900) is about: Design of compliance towards call center practice assurance and Provision of call center compliance assessment services against performance management characteristics.
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