Specialist recruitment company, CCA Recruitment Group is celebrating two decades in business.

Founded in 1999, CCA Recruitment Group’s expertise is in all aspects of call centre recruitment, working with personnel at all levels from senior executive to operational, analytical, planning, technology and front line adviser roles. From their first office in London, the group has grown to cover the whole of the UK, with teams based in Glasgow, Manchester and Cardiff too.

Over a hundred industry leaders came together to mark the company’s 20th anniversary at a recent celebratory event in Glasgow. Guest speakers shared their insights into the industry’s evolution over the last two decades and their visions of how it will develop over the coming years.

Consumer behaviour, people and technology were key topics discussed by leading lights of the industry. Speakers traced the development of the industry from call centres which utilised manual systems, where communication was solely by phone or letter to their transformation into contact centres, in which customers make contact through a wide range of digital media. The opportunities and challenges posed by these changes were also discussed. In addition, ample time was provided for networking amongst the many CCA Recruitment Group clients, candidates and colleagues, past and present, who attended the event.

Providing an insight into the business and how they approach recruitment, Debbie Wilson, Director, explained, “People are at the heart of our business. We build and forge relationships in our work, taking a partnership approach throughout. When it comes to recruitment, it’s really important to develop relationships in your local markets.

“Open and approachable, you might say we wear our heart on our sleeves, as what you see is what you get. We do what we say we will, we simply don’t let people down and as a result, we’ve earnt a reputation for delivering quality,”

As the northern director of the company, Debbie is responsible for all recruitment across Scotland and the North East of England, building on her twenty years’ experience in the call centre and recruitment industry.

Opening the Glasgow branch in the autumn of 2015, Debbie built up their client list completely from scratch as the CCA Recruitment Group was not known in Scotland at the time, and the company soon went from strength to strength, becoming synonymous with call centre recruitment in Scotland.

“Debbie and her team led the recruitment for my Glasgow operation and I’ve been hugely impressed (not easy with me) with the level of engagement but also her understanding of not only her industry and marketplace but mine and that of my clients. Her energy and ambition is infectious, always engaged and ready to support where needed. Straight talking and honest she’s quickly become a true partner and valued extension of my direct team.” Philip Hoggarth, Managing Director – Divisional Trading at Capita.

During their twenty-year journey, Debbie and her colleagues have seen many technological changes in call centre operations, and the means by which customers contact businesses, but it remains “always about people”, observes Debbie, “because people still want to deal with people”.

“Recruitment is about knowing your candidates, the businesses with whom you work and your industry partners. It’s about much more than skill sets, more important is to find the right cultural fit for all concerned.

“Being a specialist in the contact centre industry, we provide a service that goes beyond filling a vacancy, our service is consultative, assisting businesses in improving their operations and efficiency. Taking a collaborative approach, we work alongside people to ensure the best outcome for all involved.

“We frequently go into companies and observe the business, providing constructive feedback, insights and advice, as we know the industry inside and out. We spot things quickly and can help enhance the service companies are already delivering. In this way, we add value for our clients.

“In addition to our strong presence in Scotland and across the UK, our business has grown to assist clients in Europe and South Africa too. We look forward to working with more companies in Scotland and beyond over the coming years.”