The UK Contact Centre Forum

What The UK Contact Centre Forum does

The UK Contact Centre Forum (UKCCF Ltd) is a privately held, UK-based professional membership association for the contact centre and customer service industry. Headquartered in Wokingham, Berkshire, the organisation comprises six regional user groups that provide local-level networking platforms for contact centre professionals, supplemented by monthly Executive Club meetings, webinars, podcasts, charity events (golf days, shooting days), and an annual national awards programme. Its named leadership includes CEO Trevor Butterworth and Marketing Director Chantelle Newton.

The organisation monetises through three primary streams: (1) tiered annual membership subscriptions priced £860–£1,260 excluding VAT based on organisation seat count (Tier 1: 1–50 seats through Tier 5: 400+ seats), (2) paid event participation for charity golf and shooting days, and (3) a CGI-powered Accreditation Programme providing independent assessments of contact centre performance against three pillars (Customer Experience, Agent Experience, Strategic & Planning) with Gold/Silver/Bronze outcomes. Supplementary offerings include the annual UK Contact Centre Performance Review benchmarking report (powered by CGI), a coaching and mentoring programme, the UKCCF National Awards, and a research publications library covering topics such as homeworking, data security, and AI adoption.

UKCCF's partner ecosystem spans strategic research collaborators (CGI, Content Guru, VoiceSage, psd) and event/webinar sponsors (NICE, Mitel, Talkdesk, Calabrio, Jabra, Five9, Onecom, Plantronics, PCI Pal, Ultracomms). The organisation does not develop or sell a software product; its competitive position rests on community network effects, longitudinal UK benchmarking data, and brand recognition through its awards programme. Revenue is not publicly disclosed and no external funding, parent company, or M&A activity has been identified.

Name

The UK Contact Centre Forum

Legal name

UKCCF Ltd

Website

https://uk-ccf.co.uk

Company type

Private

Founded year

2009

Operating status

Operating

Headcount range

1–10 employees

Short description

The UK Contact Centre Forum (UKCCF Ltd) is a UK-based professional membership association serving contact centre directors, managers, and suppliers through six regional user groups, tiered annual memberships, accreditation, benchmarking research, awards, and networking events.

Ownership category

akta.pro rank

Product category

Industry Membership Association

NAICS

Business Associations (813910), Professional Organizations (813920), Professional Organizations (81392)

SIC

Services-Membership Organizations (8600)

akta.pro primary industry

Association & Society Conference Management (Nonprofit, Professional Bodies) (THAHACAA)

akta.pro secondary industries

Virtual/Hybrid Conference Production & Platform Management (THAHACAM), Customer/User Conferences & Client Advisory Boards (THAHAMAD), Sponsorship, Exhibitor & Partnership Management Services (THAHACAK)

Keywords

• Contact centre membership
• Industry benchmarking reports
• Professional networking events
• Contact centre accreditation
• Customer service research

Headquarters

HQ city

Wokingham

HQ country

United Kingdom

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales, Others

Revenue model

1. Membership Fees: Tiered annual membership fees based on organization size. Tier 1 (1-50 seats): £860, Tier 2 (51-200 seats): £960, Tier 3 (201-350 seats): £1,060, Tier 4 (351-400 seats): £1,160, Tier 5 (400+ seats): £1,260 (excluding VAT). Provides forum places, networking events access, and member benefits.
2. Event Revenue: Charity golf days and shooting events with participation fees. Members: £198 + VAT per golf day, Non-members: £215 + VAT per golf day.
3. Accreditation Services: Accreditation programme powered by CGI, providing independent assessment of contact centre performance. Pricing depends on size, complexity, and structure of contact centre (number of seats, sites, and services assessed). Fixed price covering full assessment, on-site activity, reporting, and accreditation outcome.

Pricing tiers

Go-to-market motion1 record

Distribution channels4 records

Marketing channels8 records

Core offering

UKCCF is a UK-based professional membership association for the contact centre industry, operating six regional user groups that host networking events, executive club meetings, and seminars. It sells tiered corporate memberships (£860–£1,260 annually based on seat count) and offers an accreditation programme powered by CGI, annual benchmarking reports, research surveys, webinars, podcasts, an annual awards programme, charity events, and a coaching & mentoring programme.

Product overview

The UK Contact Centre Forum (UKCCF Ltd) is an industry membership organisation comprising six regional user groups that provides a platform for call centre and customer service professionals to network and share ideas. Rather than a unified software product, the organisation offers a portfolio of services including tiered membership, an accreditation programme powered by CGI, annual benchmarking reports (UK Contact Centre Performance Review 2024/2025/2026), extensive research surveys covering topics from homeworking to data security, a national awards programme, regional networking events, charity golf days, shooting days, webinars and podcast content, a coaching and mentoring programme, and the Contact Centre Challenge initiative. The organisation does not develop or sell a software product but serves as an industry body providing benchmarking, networking, professional development, and standards assessment services to the UK contact centre sector.

Differentiator

Problem solved

Functional benefit

Products and services

• UKCCF Membership Tiered membership programme offering networking events, regional access, webinars, research, awards participation, and discounts across five tiers based on organisation size (1-50 to 400+ seats), priced from £860 to £1,260 annually excluding VAT.
• UKCCF Accreditation Programme Comprehensive accreditation programme powered by CGI covering three core pillars: Customer Experience, Agent Experience, and Strategic & Planning, with Gold/Silver/Bronze outcomes valid for two years. Pricing is fixed based on contact centre size, complexity, and structure.
• UKCCF Coaching & Mentoring Programme Leadership development programme for Contact Centre Directors, Heads, Managers, and Team Leaders featuring professional mentors with industry experience, peer support groups, and coaching focused on topics of participants' choice.
• UK Contact Centre Performance Review 2026 Annual benchmarking survey initiative enabling contact centre leaders to benchmark their performance and contribute to industry-wide insights on customer, employee, operational, and technology metrics.
• UK Contact Centre Performance Review 2025 Annual benchmarking report powered by CGI offering comprehensive data on operational benchmarks including rising salaries, hybrid work prevalence, AI adoption rates, CSAT scores, and attrition patterns across UK contact centres.
• UK Contact Centre Performance Review 2024 Annual benchmarking report providing contact centre leaders with targeted insights on operations across customer metrics, employee engagement, operational performance, and technology adoption based on survey data from over 80 companies.
• UKCCF Regional Networking Events Regional networking meetings across eight UK regions (London, Scotland, South East, Midlands, North East, North West, Wales, Yorkshire) providing contact centre professionals opportunities to share ideas and best practices at local level.
• UKCCF Charity Golf Days Annual charity golf events raising funds for prostate cancer research, with tournaments at venues including De Vere Wokefield Estate Golf Club, featuring competitions and networking for contact centre professionals. Members £198 + VAT, non-members £215 + VAT.
• UKCCF Shooting Days Clay pigeon shooting events at venues like Bisley Shooting Ground, combining networking with charity fundraising and featuring challenges like Intelligent Virtual Agent (IVA) use case competitions.
• UKCCF National Awards Annual awards programme recognizing excellence in UK contact centres across individual, team, and company categories including Agent of the Year, Customer Service Team of the Year, and Contact Centre of the Year.
• UKCCF Webinar Library Extensive archive of recorded webinar sessions covering industry topics including AI, cybersecurity, vulnerable customers, recruitment, retention, and customer experience, spanning from 2021 to present.
• UKCCF Podcasts Audio discussions with industry experts about the changing face of the contact centre industry, featuring conversations with professionals like Michael Wyatt of Chrome Enterprises.
• UKCCF Contact Centre Challenge Team spirit and recognition initiative designed specifically for contact centre agents and team leaders to generate team cohesion and acknowledge customer support achievements across UK contact centres.

Quantifiable outcome

• 89.5% of survey respondents believe AI and machine learning will complement agents rather than replace them
• +3 more outcomes

Named customers4 records

Segments4 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Partnerships

13 partnerships are on record, tiered core and minor.

• CGIcoreStrategic or Co-development PartnerCGI powers the UKCCF Accreditation Programme, providing experienced contact centre practitioners for on-site assessments. CGI also partners on the UK Contact Centre Performance Review benchmarking programme, creating personalized benchmarking reports for participating contact centres and conducting virtual feedback sessions with recommendations.
• Content GurucoreStrategic or Co-development PartnerContent Guru partnered with UKCCF for the What Will Customer Service Look Like in 2029 research survey, providing industry insight into customer contact transformation and next-generation technology adoption. Also sponsored UKCCF research on digital contact centre trends.
• VoiceSagecoreStrategic or Co-development PartnerVoiceSage partnered with UKCCF for the 2017 Proactive Customer Service Study, conducting in-depth market research on personalized and proactive customer outreach practices in UK contact centres.
• psdminorStrategic or Co-development Partnerpsd partnered with UKCCF to conduct the Sentiment & Wellbeing Survey 2021, focusing on business sentiment and wellbeing within the contact centre industry during the Covid-19 pandemic with 650 survey participants.
• Five9minorGTM or Marketing PartnerFive9 partnered with UKCCF for charity shooting events, hosting at prestigious Bisley Shooting Ground and providing Cazoo Classic DP World Tour VIP prizes for competition winners.
• OnecomminorGTM or Marketing PartnerOnecom partnered with UKCCF to host charity clay pigeon shooting events, focusing on harnessing the power of Intelligent Cloud Contact Centre technology.
• ArgosminorStrategic or Co-development PartnerArgos sponsored the 2016 UK HomeAgent Survey, supporting research into contact centre home-working trends and best practices.
• PlantronicsminorStrategic or Co-development PartnerPlantronics sponsored the 2016 UK HomeAgent Survey, contributing to research on contact centre home-working market.
• NICEminorGTM or Marketing PartnerNICE partnered with UKCCF for webinars, providing guest speakers and industry expertise on contact centre technology and analytics.
• MitelminorGTM or Marketing PartnerMitel partnered with UKCCF for webinars on AI, Automation, and Human Touch in customer experience measurement.
• TalkdeskminorGTM or Marketing PartnerTalkdesk partnered with UKCCF for webinars on AI implementation in contact centres to reduce handling time.
• CalabriominorGTM or Marketing PartnerCalabrio partnered with UKCCF for webinars including the Dojo's Journey to Exceptional Experiences case study.
• JabraminorGTM or Marketing PartnerJabra engages with UKCCF through webinar sponsorship and promotional partnerships for speech enhancement and customer experience technology.

Scale indicators8 records

Recent moves6 records

Expansion highlights4 records

Direct peers

• The Forum (previously The Customer Contact Forum): UK professional body for customer contact leaders focused on training, benchmarking, and networking. Closely comparable to UKCCF in target audience (senior contact centre leaders), membership/training model, and benchmarking offerings.
• The Institute of Customer Service: UK membership body for customer service professionals offering accreditation, research, and awards. Highly comparable to UKCCF as a UK-based professional association serving the customer service/contact centre community with tiered membership and benchmarking outputs.
• International Customer Management Institute (ICMI): Global contact centre community offering training, research, events, and a contact centre expo. Comparable to UKCCF in serving contact centre leaders with membership-style content, training, and benchmarking, though operating globally rather than UK-only.
• Engage Customer: UK-based customer engagement and contact centre community offering events, awards, and content. Comparable to UKCCF in its UK focus, contact centre audience, and combined events/awards/community offering.
• Call Centre Management Association (CCMA): UK-based professional association for contact centre leaders. Directly comparable to UKCCF in target audience (senior contact centre executives), membership model, and provision of networking events, awards, and thought leadership.
• Call Centre Helper: UK-focused online community and media publication for contact centre professionals. Comparable to UKCCF as a UK contact centre community hub providing news, articles, and resources to the same target audience of contact centre practitioners.
• Contact Center World: Global contact centre community running awards, conferences, and networking directories. Comparable to UKCCF in offering industry recognition (awards), practitioner networking, and best-practice content targeted at contact centre professionals.

Broad incumbents

• Customer Contact Week: Major US-anchored customer contact community and conference organiser. Comparable to UKCCF in hosting events and content for the contact centre industry, though operating at much larger scale and primarily in North America.
• CX Network: Global research and community platform for customer experience professionals. Comparable to UKCCF in providing research publications, webinars, and peer networking for senior CX/contact centre leaders, though commercially operated and broader in scope.

Regional players

• European Customer Centricity Awards: European awards and community for customer service and contact centre professionals. Comparable to UKCCF's National Awards programme in recognising industry achievement and convening the European customer service community.

Market position

Strengths4 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xx.com/UKCCForum
• Facebookfacebook.com/UKContactCentreForum
• LinkedInlinkedin.com/company/ukccf

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

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 The UK Contact Centre Forum