CCA Certification Marks Customer Service Milestone
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EDINBURGH, Scotland--(BUSINESS WIRE)-- The Customer Contact Association (CCA) has awarded CCA Global Standard(C) certification status to a further 23 customer contact centres, highlighting the Standard's growing influence as the internationally-recognised hallmark of customer service excellence.
CCA Chief Executive Anne Marie Forsyth presented CCA Global Standard (C) Version Four certification plaques to representatives responsible for customer contact operations across the UK, Ireland and India at a special event in Edinburgh Castle during CCA Convention 2009, the industry's leading networking event.
CCA Chief Executive Anne Marie Forsyth commented:"Contact centres are key customer touch points which can either enhance or destroy an organisation's reputation. CCA Global Standard (C) provides a rigorous and independent assessment of performance on key factors from operational efficiency to performance management and security.
She added: "We are very pleased that so many organisations from both the private and public sectors have succeeded in achieving certification status. Our global reach continues to extend with Capita India and Ventura India both joining the ranks of newly-certified centres."
Organisations receiving certification plaques included outsourcers such as beCogent, several county councils and major corporations including BT South Tyneside, Heineken UK and Diageo Ireland. Both BAA Business Support and P&O Ferries have now completed a full certification cycle.
NOTES TO EDITOR
About CCA (Customer Contact Association)
CCA Industry Council is a leadership forum for the heads of customer contact strategy, both in private and public sectors. The Council offers a unique blend of visionary research, intra group case studies and benchmarking. Industry Council has recently dealt with topics such as 'New Sourcing Strategies', 'Cause and Effect of Demand', 'Merging Voice and e-Channels' and 'New Generation Employees'. CCA Industry Council represents between 25%-30% of those working in contact centres in the UK and is in a fundamental position to effect real change within the sector.
Industry Council members include: Bank of America; Barclays Wealth; BBC; British Airways; British Gas; Bord Gais; Capita; Coventry Building Society; DWP; HMRC; ESB; NHS Direct; NS&I IBM; Lloyds TSB; LV=; Clydesdale & Yorkshire Banks; National Rail Enquiries; O2; RBS; Royal Mail; Shop Direct; Sky; Teleperformance; Tesco; Vodafone.
Organisations which received CCA Global Standard Certification Plaques:
BAA Business Support
beCogent Ltd
BT South Tyneside
Capita
India
Capita Life & Pensions
Connaught Information Services
Debt
Management
Environment Agency
Fife Council
Heineken UK
Hitachi
Capital Consumer Finance
Kent County Council
Lincolnshire
County Council
NI Direct
P&O Ferries
Reading Borough
Council
Southern Housing Group
The essentia Group
The
Listening Company
Ventura India
gem
Diageo Ireland
Training Accreditation Plaques were also awarded to the following:
Ofcom
PDCS
(Pension Disability and Carers Service)
Source: Customer Contact Association (CCA)
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