The Contact Centre Directors’ Guild (CCDG) has formally unveiled as a new, unified voice for the UK contact centre industry, backed by strategic support from Wavenet.
Bringing together senior leaders from across the sector, the Guild has been established to elevate the profile of an industry that employs more than 1.16 million people - representing a staggering 3.4% of the UK working population - and plays a critical role in the success of business, public services and communities. An industry that works within a global network of contact centres with the UK being the jewel in the global crown offering the highest levels of service and sales excellence backed by global leading quality and regulation.
Despite its scale and impact, the contact centre sector has historically lacked a single, coordinated voice at a national level. The CCDG aims to address this by providing a platform for collaboration among executive leaders, enabling the industry to speak more strongly on the issues shaping its future, from workforce development and customer experience to rapid technological transformation.
The Guild’s formal unveiling took place at its launch event last month and follows an 18-month period of organic growth and behind-the-scenes development. During this time, it has built momentum through senior-level engagement both in and outside the industry, cross-sector collaboration and strategic planning. Its mission is to champion the sector as both a major economic contributor and a gateway to accessible, meaningful careers, whilst helping to future-proof the industry in the face of fast paced change.
CCDG’s co-founders, Jane Thomas and Katy Forsyth say “The contact centre industry plays a vital role in UK business, the economy and society, yet it has too often been overlooked and has been under-represented. The Contact Centre Directors’ Guild has been created to change that, bringing together many of the industry’s senior leaders to establish a clear, collective voice for the sector at a national level.
“By working collaboratively, we can elevate the profile of our industry, champion the opportunities it creates, and ensure that it is recognised not only for its economic contribution, but for the critical role it plays in supporting businesses, public services and communities, particularly in times of need. The Guild provides a platform for leadership, insight and continuous improvement, helping to future-proof the sector and ensure that it continues to thrive. The Guild is here to make a positive difference to the contact centre sector, it’s workers and the customers it serves’’
Barry Ward, Product & Strategy Director at Wavenet, agrees, saying, “The contact centre industry underpins how organisations connect with their customers, citizens and communities, yet its importance is often underestimated. At Wavenet, we believe it deserves far greater recognition.
“That’s why we are proud to support the Contact Centre Directors’ Guild as a strategic partner committed to helping raise the profile of the industry and amplify the collective voice of its leaders. By working together, we can shine a light on the value the sector brings to the UK, while supporting organisations as they navigate rapid transformation in areas such as customer experience, technology and workforce evolution.”
The Guild’s unveiling marks an important step in strengthening recognition for this vital sector that underpins UK economic success and business’ response during times of disruption, from supporting critical public services to enabling organisations to maintain continuity and customer support at scale.
Alongside its advocacy role, the CCDG will provide thought leadership and strategic guidance to help organisations and their senior leaders across the industry navigate ongoing innovation in areas such as automation, AI and workforce and customer transformation, ensuring the UK contact centre sector remains resilient, competitive and fit for the future.