Compliance is essential for call centers to conform to rules and regulations. GCCMI offers a holistic approach to call 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 call center performance.





















GCCMI Compliance Continuum Effectiveness Scale
To offer the GCCMI CCBP 2.900 Standard to the call center industry, each standard set is mapped to a compliance continuum or a scale. The compliance continuum (CC) allows call centers to be rated against each performance management characteristic.  These practices are expressed in a descriptive statement that is mapped to its corresponding or relevant Best Practice across its corresponding business capability as defined in the GCCMI CCBP 2.900 Standard.

The method of assessment assumed in compliance continuum is via an effectiveness scale, which measures how successful the call center is at adopting and implementing the relevant call center best practice. This scale gives a better representation of practice compliance level than a frequency scale, which measures how often the practice is demonstrated because performance management characteristics, which are not used very often, will be assessed as having a low frequency, resulting in a low score. This can be confusing as the practice may not actually be required on a regular or frequent basis or may not be appropriate in certain situations and is therefore justifiably could be very much infrequent. The important factor in assessment is how well the PMP is used or practiced (designed and implemented), not how often.

The GCCMI three-item continuum scale was designed for simplicity:

• Do not demonstrate compliance to the statement at all within your call center

  • Basic awareness of the practice but no demonstration

• Partial Effective Demonstration of compliance to the statement but not consistently     

  • Some aspects or parts of the GCCMI CCBP 2.900 Standard Set are met. The understanding of the statement is correct, but the manner of adoption is not effective though

• ​Full Effective demonstration of compliance with the statement effectively and consistently​

  • Consistent, highly 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

As our approach to best practice standards is holistic, and crisis-fit (Covid-19), 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) is about: Design of compliance towards call center practice assurance and Provision of call center compliance assessment services against performance management characteristics.