To measure its contact centre performance against industry standards, highlight strengths, and uncover improvement opportunities, the Royal Borough of Greenwich sought an independent evaluation. Through the UKCCF Accreditation Programme powered by CGI, we provided actionable recommendations and best practice insights to support Greenwich’s mission to enhance both citizen and agent experiences.

Empowering contact centre success through the UKCCF Accreditation Programme

Following a period of transition, the Royal Borough of Greenwich sought to better understand its contact centre’s strengths and identify areas for enhancement.

Looking gain best practice insights and identify opportunities for modernisation and growth, Greenwich engaged the UKCCF Accreditation Programme powered by CGI.

This programme provides an industry-recognised assessment of contact centre operations, measuring effectiveness across three key areas:

  • Customer experience – Evaluating interaction quality and ease of service access
  • Agent engagement – Assessing workforce culture, training, and support
  • Strategy and planning – Ensuring alignment with wider organisational goals.

As a trusted UKCCF partner, CGI’s Contact Centre Advisory experts led Greenwich’s assessment, offering an objective review of its service delivery, operational efficiency, and employee engagement. 

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Armed with a clear evaluation of its strengths and improvement areas, the Royal Borough of Greenwich was awarded a silver accreditation, recognising its commitment to delivering contact centre excellence for the community.

Through this process, Greenwich has reinforced its confidence in service delivery by validating successful practices and receiving clear, actionable recommendations to drive ongoing improvements and modernisation. 

Also equipped with strengthened industry connections through UKCCF membership, Greenwich is now well-positioned for long-term service excellence that will drive both customer and staff satisfaction.

We thought the accreditation would be challenging to fit in around our day jobs. This was incorrect, the process felt natural, as CGI guided us through it with relevant examples. They helped us see how we’re already achieving more than we had realised and gave the information we need to achieve gold standard next time.

Debbie Coveney Head Of Customer Services, Royal Borough of Greenwich.

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Our experts worked closely with Greenwich’s stakeholders throughout the accreditation process, conducting:

  • Stakeholder interviews and workshops to understand challenges and successes
  • Call listening and data analysis to assess operational effectiveness
  • Citizen journey mapping to evaluate service accessibility across channels
  • Agent experience reviews to examine training, recruitment, and engagement
  • Strategic alignment assessment measuring how well contact centre objectives support wider organisational goals
  • Detailed 55-page report offering a clear benchmark against industry standards, and outlining a structured roadmap for continuous service improvement.

Discover how we help organisations drive customer- and employee-focused contact centre excellence:

Read the full case study 

Explore the UKCCF Accreditation Programme

 

If you’d like to find out more about how our Advisory Services team can help your organisation achieve long-term growth and success:


Explore our Digital Backbone approach or Contact Chris de Souza.
 

Service desk workers