Customer Contact Panel

What Customer Contact Panel does

Customer Contact Panel (CCP) is an independent advisory intermediary founded in 2015 in Sheffield, United Kingdom, that helps businesses source, design, and optimise customer contact operations. The firm operates a panel of industry experts across three core service lines: Contact Centre Optimisation (operational advisory covering CX, sales, payments, data, governance, and people development), Contact Centre Sourcing (matching clients with a curated network of 200+ contact centre partners across 900+ sites in 70 languages), and Technology Planning and Selection (advisory on CCaaS, UCaaS, AI, automation, and digital transformation roadmaps).

Underpinning the advisory is Radius, CCP's proprietary technology platform, which supports partner identification, scoring, and benchmarking to augment the manual expert matching process. The platform is positioned as a complement to (not a replacement for) the human advisory panel, with partner scoring and benchmarking cited as proprietary differentiators.

CCP's business model is a two-sided marketplace: clients receive services free of charge, while revenue is generated entirely via commission from partners (contact centre, technology, and value-add service providers) on successful engagements. Commission structures are identical across all partners, which CCP positions as an independence and impartiality safeguard. The customer base spans large multinationals (Virgin Atlantic, Kia, Experian, Acer, UN World Food Programme) and emerging SMEs (Elvie, Butternut Box, Learnably), with a self-reported 93% engagement retention rate. The firm is privately held, founder-led by Phil Kitchen, and operates without external funding or institutional capital.

Name

Customer Contact Panel

Legal name

Contact Centre Panel Ltd

Website

https://customercontactpanel.com

Company type

Private

Founded year

2015

Operating status

Operating

Headcount range

11–50 employees

Short description

Customer Contact Panel is an independent UK advisory firm that matches businesses with vetted contact centre outsourcing, technology, and value-add partners, using a human expert panel supported by its proprietary Radius platform. It earns commission from partners on sourced engagements while providing services free to clients.

Ownership category

akta.pro rank

Product category

Contact Centre Advisory and Outsourcing Brokerage

NAICS

Management Consulting Services (54161)

SIC

Services-Management Consulting Services (8742)

akta.pro primary industry

Customer Service, Support & Contact Center CRM (HDAEAFAC)

akta.pro secondary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

Keywords

• Contact centre advisory
• Outsourcing partner sourcing
• Customer experience consulting
• Contact centre technology planning
• Vendor matching services

Headquarters

HQ city

Sheffield

HQ country

United Kingdom

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales, Technology or R&D

Revenue model

1. Partner Commission: Partners (contact centre providers, technology vendors, value-add service providers) pay a fair commission to CCP in place of their cost of sale. The commission structure is the same for all partners, ensuring no favourites and no inflated prices.

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels6 records

Core offering

Customer Contact Panel is an independent advisory firm that helps businesses find the right contact centre outsourcing partners, optimize customer contact operations, and select technology solutions. It delivers three core services — Contact Centre Optimisation, Contact Centre Sourcing, and Technology Planning and Selection — supported by its proprietary Radius platform for partner identification, scoring, and benchmarking.

Product overview

Customer Contact Panel (CCP) is a consulting and advisory firm, not a software product company. It offers three core advisory services: Contact Centre Optimisation (operational advisory), Contact Centre Sourcing (outsourced partner matching), and Technology Planning and Selection (technology advisory). These services are delivered through a panel of industry experts combined with the proprietary Radius technology platform, which supports partner identification and scoring. With over 300 network partners across contact centre outsourcing, technology, and value-add services, CCP acts as an impartial intermediary connecting brands with suitable providers.

Differentiator

Problem solved

Functional benefit

Products and services

• Contact Centre Optimisation Expert advisory service that helps businesses design and deliver optimal customer contact operations, covering customer experience, sales, payments, data, governance, and people development.
• Contact Centre Sourcing Partner matching and outsourcing advisory service that helps businesses find the right outsourced contact centre partners through a methodical, rigorous matching process drawing on over 200 contact centre partners.
• Technology Planning and Selection Advisory service helping contact centre CTOs and technology leaders evaluate, select, and implement technology solutions including CCaaS, UCaaS, AI, digital transformation, and technology roadmaps.
• Radius Platform Proprietary technology platform that supports partner sourcing and matching, enhancing the manual expert panel process with data-driven partner identification, scoring, and benchmarking across contact centre, technology, and value-add service providers.

Quantifiable outcome

• 93% of engagements still live or ran to term
• +1 more outcomes

Named customers17 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

Feature2 records

Partnerships

Six partnerships are on record, tiered minor and core.

• FeefominorGTM or Marketing PartnerFeefo is a customer reviews platform. CCP displays the Feefo logo on their website with the tagline 'See what our customers say about us', using Feefo for customer testimonials and reviews.
• Ryan Strategic AdvisorycoreStrategic or Co-development PartnerCCP sponsored research by Ryan Strategic Advisory through the 2026 CX Technology and Global Services Survey, gathering views from 815 enterprise executives. This research supports CCP's content marketing and thought leadership, exploring topics including ROI modelling, CX transformation drivers, and technology adoption.
• Soccer Aid for UnicefminorOthersCharitable partnership supporting Soccer Aid for Unicef. CCP helped with the high-profile charity event's contact centre requirements.
• Contact Centre Partners (Network)coreChannel Partner/ Reseller/ Distributor200+ contact centre partners providing 1m+ seats across 900 sites in 70 languages. Partners are measured against comprehensive scoring matrix and meet strict criteria for compliance, service levels, and quality.
• Technology Partners (Network)coreTechnology or Integration100 technology partners covering CCaaS, UCaaS, AI, automation, analytics, workforce optimization, and more. With 50,000 deployments globally, covering everything from point solutions to end-to-end technology stacks.
• Value-Add Service Partners (Network)coreChannel Partner/ Reseller/ DistributorPartners covering payments, governance/risk/compliance, HR support, payroll solutions, training and development, data services, and fractional resources to support broader contact centre operations.

Scale indicators10 records

Recent moves5 records

Expansion highlights4 records

Direct peers

• ContactBabel: A UK-based research and analyst firm focused on the contact centre industry. ContactBabel's benchmarking reports and advisory services overlap directly with CCP's industry expertise, geography, and customer base.
• HFS Research: A leading research and analyst firm covering business process services, automation, and outsourcing. HFS Research's coverage of BPO and contact centre trends overlaps with CCP's advisory and benchmarking offerings for enterprise buyers evaluating outsourcing partners.
• Ryan Strategic Advisory: A boutique advisory firm specialising in customer experience and contact centre research. Ryan Strategic Advisory is the most directly comparable peer to CCP, having partnered with them on the 2026 CX Technology and Global Services Survey of 815 enterprise executives and serving a similar buyer audience.

Broad incumbents

• Everest Group: A global research and consulting firm covering IT, business process, and engineering services. Everest Group's sourcing advisory and BPO research practices overlap directly with CCP's contact centre sourcing and optimisation services, though at much broader scope and scale.
• McKinsey & Company: A global management consultancy with a customer operations practice covering contact centre transformation. McKinsey's broader portfolio, deeper resources, and global reach compete with CCP for large enterprise transformation mandates.
• Source Global Research: A research and advisory firm focused on the management consulting industry. Source Global Research's research on consulting buying behaviour and the BPO advisory landscape is thematically aligned with CCP's buyer-side decision support.
• Bain & Company: A global management consultancy with operations and customer experience advisory capabilities. Bain's broader scope and resources position it as an incumbent competitor for enterprise customer operations and outsourcing strategy engagements.
• ISG (Information Services Group): A global technology research and advisory firm with sourcing expertise across IT and BPO services. ISG's sourcing advisory practice competes with CCP's contact centre partner matching services, though ISG operates at broader scale and across more service categories.
• Deloitte (Consulting): A Big Four professional services firm with a customer operations and BPO advisory practice. Deloitte's scale, geographic reach, and technology partnerships compete with CCP for enterprise contact centre advisory and transformation work.
• Gartner: A global research and advisory firm covering IT, BPO, and customer experience. Gartner's sourcing advisors and CX research overlap with CCP's technology planning and contact centre advisory services, though Gartner covers a vastly broader portfolio.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks5 records

Key highlights6 records

Customer concentration

• LinkedInlinkedin.com/company/customercontactpanel

Revenue estimate

Valuation estimate

Number of profiles

Profiles10 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 Customer Contact Panel