Date: June 30, 2021
The Contact Company has achieved CCA Global Standard Accreditation, a globally recognised framework that assesses the reliability and effectiveness of a customer service operation, for the third year running.
CCA Global is the provider of choice for organisations seeking continuous improvement in customer service excellence, together with a progressive approach to the development of customer experience strategy.
Their objective is to build on an organisation’s strengths to ensure that the entire workforce is motivated and well-supported to meet changing customer expectations.
In essence, adoption of CCA Global Standard© provides reassurance that you are doing the right thing by the customer.
Achieving this accreditation is particularly meaningful during these unprecedented times where organisations are operating in a ‘work from home’ or hybrid model. Commitment of the need to go above and beyond to meet customer needs, whilst at the same time looking after their employees, is clearly evident.
The accreditation is awarded by CCA Global Ltd, the global awarding body for the accreditation. The award identifies talent and capability, assesses ease of access across voice and remote channels, and provides a foundation for building better customer experience in a digital world.
The Contact Company were assessed against a number of key business principles, including:
- Customer service performance and operational effectiveness
- Employee focus: recruitment, selection & retention, alongside learning and development strategies
- Legislation, regulation and policies affecting the operation
- Third party and managed relationships along with implementing and managing relevant and new technologies
To be recognised with the accreditation, The Contact Company had to undergo a rigorous assessment, reviewing all aspects of the business. The assessment ensures the organisation actively follows the guidelines and meets the high standards required on a daily basis.
Anne-Marie Forsyth, Chief Executive of CCA, said: “The accreditation is a true reflection of the dedication and drive demonstrated by The Contact Company in delivering consistency, efficiency and continual improvement for customers in today’s challenging times. For those seeking to transition to new operating models, it provides solid guidance on customer experience measurement, dealing with vulnerability, homeworking and other models, employee engagement and wellbeing.
“The commitment demonstrated in improving standards and customer experience supports CCA’s overall objective of improving the quality and standard of customer service and experience across all business sectors.”
Kevin Horgan, The Contact Company’s Head of Operations: “We are extremely proud of attaining this renowned accreditation award. CCA is an important professional network for customer service throughout the UK, Ireland and beyond. CCA Global Standard accreditation demonstrates the highest standards in delivering excellence when servicing our customers and we are extremely proud of everyone’s efforts in the business to achieve this.”
If you need help with your customer service, then simply get in touch to find out how we can help.