Service Centre Achieves Accreditation
United Kingdom - Southern Housing Group gains global standard
The Customer Contact Association (CCA), a professional body for
the call and contact centre industry, awarded the Group's
Customer Service Centre for its exemplary service.
The CCA is an independent organisation with over 600 public and
private sector members, ranging from American Express to the
Yorkshire Ambulance
Service.
In order to achieve CCA's Global Standard, the British Standards
Institute interviewed a selection of managers and customer
service advisors, and listened to calls made to the centre. The
Group was assessed on eight key areas affecting customer
service:
1) Customer Focus
2) Performance and operational effectiveness
3) Employee focus
4) Learning, development and employee performance management
5) Legislation, regulation and policies
6) Third party and other relationships
7) Security and Fraud Prevention
8) Implementing and managing contact centre technology.
Assistant Trainer, Melanie Bullen, said:
"Southern Housing Group has joined a unique group of around 200
top contact centre operators. The accreditation confirms the
Group as leaders in delivering consistent, efficient customer
service in an environment of continual improvement.
"A big thank you to everyone who was involved in the assessment
process. We worked well as a team, and it is very rewarding to
be acknowledged for our high customer service standards."
Southern Housing Group:
www.shgroup.org.uk.
