Call Centre Management Association

What Call Centre Management Association does

The Call Centre Management Association (CCMA) is a UK-based non-profit industry association founded in 1994 and headquartered in London, established to represent the call centre industry and support contact centre managers. It functions as a professional membership body for practitioners operating contact and call centres, with a small operational team of 1–10 employees. Its named leadership comprises Leigh Hopwood (CEO), Ann-Marie Stagg (Chief Executive), Sarah Hunt (Membership Director) and Jackie Pringle (Head of UK and European Awards). The presence of dual CEO-equivalent titles suggests either a recent leadership transition or a co-leadership governance model, though no transition date is disclosed in the input.

The CCMA's principal activities centre on a recurring UK and European Awards programme and the operation of a membership function for individual practitioners and corporate contact centre operators. There is no disclosed pricing model, no disclosed membership tiers, and no public revenue figure; the commercial mechanics appear to follow the conventional UK trade association template of membership dues, awards entry fees, and event/training revenue, but specifics are not stated. The association's primary product surface is therefore events, awards, and member services rather than any technology platform or software offering. No products, APIs, integrations, technology stack, certifications, partnerships, M&A, funding events, or regulatory actions are disclosed in the source data, and the organisation's website currently only renders a loading/verification page, limiting third-party visibility into its operations.

Name

Call Centre Management Association

Website

https://ccma.org.uk

Company type

Private

Founded year

1994

Headcount range

11–50 employees

Short description

The Call Centre Management Association is a UK non-profit industry association founded in 1994 that represents the call centre sector and supports contact centre managers through membership services and a recurring UK and European Awards programme.

Ownership category

akta.pro rank

Product category

Industry Association Services

NAICS

Professional Organizations (81392), Business Associations (813910)

SIC

Services-Membership Organizations (8600)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industry

Contact Center Leadership & Supervisory Skills (EDABACAK)

Keywords

• Contact centre association
• Call centre membership
• Contact centre awards
• Customer service training
• Industry networking

Headquarters

HQ city

London

HQ country

United Kingdom

HQ region

Europe

Markets served

GTM type

B2B

Offering type

Services

Core offering

The Call Centre Management Association (CCMA) is a non-profit industry association that represents the UK call centre industry and supports contact centre managers. It provides membership services, industry awards, training, networking events, and professional development resources for professionals working in customer contact and call centre operations.

Differentiator

Problem solved

Functional benefit

Products and services

• CCMA Membership
• UK and European Awards Programme

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Recent moves1 record

Expansion highlights2 records

Broad incumbents

• Talkdesk: AI-first cloud contact centre vendor running its own customer education, community and awards-adjacent programmes. A broad incumbent peer given audience overlap (CCMA's members) and competition for industry recognition sponsorship.
• Genesys: Largest pure-play contact centre-as-a-service and customer experience platform vendor, with Genesys Community serving as an industry gathering point for the same managers CCMA represents. Operates upstream of CCMA in the value chain and competes for manager mindshare and event dollars.
• Five9: Cloud contact centre software provider with an active partner/user community and presence at contact centre events. Comparable as a broad incumbent whose ecosystem programming competes with CCMA-led training and community for time and dollars.
• NICE (NICE inContact / CXone): Major contact centre workforce engagement, analytics, and CCaaS vendor with its own customer community and events (Interactions). A logical broad incumbent peer due to overlap in audience (CCMA's members are NICE's customers) and competing for industry sponsorship.

Regional players

• Customer Service Institute of Australia: Australia-based professional body for customer service with membership, training, and recognition programmes. Comparable to CCMA in structure and mandate but operating in a different geography, useful as a regional benchmark and potential cross-promotion partner.

Direct peers

• ICMI (International Customer Management Institute): The international membership and learning community for contact centre and customer service leaders, offering training, events, and an awards programme. Directly comparable to CCMA in mandate (manager development, industry recognition) and revenue mix (membership + events).
• Institute of Customer Service: The UK's chartered body for customer service, with a UKCSI index, accredited training and a customer service awards programme. Overlaps with CCMA's UK manager-focused mandate and competes for similar employer memberships and recognition sponsorships.

Others

• Teleperformance: Largest global BPO/contact centre outsourcer. Not a membership body but a key employer constituency CCMA serves and a frequent sponsor/partner at industry events; relevant as a downstream employer peer shaping the agenda and demand for CCMA's activities.

Emerging players

• CXPA (Customer Experience Professionals Association): Global professional association for CX practitioners with certifications and a member community. Comparable to CCMA as a membership body serving the same buyer persona, though broader (CX) than CCMA's contact centre niche.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat3 records

Key risks5 records

Key highlights5 records

Customer concentration

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Call Centre Management Association