Contact Centre Development Model (CCDM)

Our Contact Centre Development Model is a practical strategic planning tool that assesses a contact centre’s competence and capability against a set of operational and strategic criteria.

The tool helps you to better understand your contact centre’s current state of development, performance, operational practices and strategic execution, and enables you to develop a roadmap for future aspirations.

Take our online test and find out at which of the 4 development stages (basic, co-ordinated, integrated, optimised) your contact centre is. The tool will take you through 6 operational and 6 strategic competencies. At each competency, click on a score from 0-4 at which you think your contact centre is currently at. You will then go through the same 6 operational and 6 strategic competencies and must now click on a score from 0-4 at which you realistically want your contact centre to be at in the next 12-18 months. You will then be able to see the gap between your “as is” position (where you are currently) and your “to be” (where you want to be in 12-18 months) position.

To take our free online test now, [click here].