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Call Centre Assessments 
21 Best Practices Assesment™
In-bound call centre teams often wonder how they compare with other
Best In Class call centres in North America and Europe. Well, there
is no need to wonder anymore. CCCAG is delighted to offer you an
assessment tool and process to help call centre teams begin to identify
how they compare to Best In Class call centres. Additionally, the
assessment tool brings visibility to those specific areas where
you and your team may need to focus further analysis and improvement
opportunities.
CCCAG has identified 21 Best Practices through research and advisory
work with call centre teams. These Best Practices, when combined
and integrated, provide a powerful system and infrastructure to
enhance specific areas of call centre performance.
We do want to stress that the purpose of the Best Practice Assessment
Tool is to provide you with an indication of your strengths and
opportunities.
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