Ventura Gains Customer Service Excellence Certification

Ventura, one of the UK’s leading outsourcing companies, has achieved Customer Service Excellence (CSE), the Government’s standard and driver for customer-focused services.

This follows Ventura’s recent recognition for its commitment to excellent customer service with a prestigious win at the CCA Global Excellence Awards.

Ventura’s CSE certification covers three of its operations:

 

- Pension, Disability & Carers Service (PDCS), provided for the Department of Work and Pensions

- Child Maintenance Options, for the Child Maintenance and Enforcement Commission

- Legal Services Commission

Ventura General Manager Debbie Glenister, said: "CSE is a great way of gaining recognition for our customer service achievements, evaluating our services objectively and helping us to continually improve."

"We’ve worked with SGS for some years now, initially when achieving and maintaining our CCA Global Standard, and we’ve always appreciated SGS’ openness, conduct and professionalism."

In the CSE assessment, SGS reviewed Ventura’s self-assessment pack and later conducted an onsite visit to meet clients and frontline staff, and to assess evidence of its customer-focused approach. "We found the process very workable, SGS auditors were thorough and receptive to understanding our business." added Debbie.

Bob Mandy, Senior Project Manager at SGS, said: "During the CSE assessment we found many areas of good practice."

These include Ventura’s: recruitment, training, retention and development programmes; staff communications and engagement; and their use of high quality, easily accessible databases that enhance call-handler performance.

Bob added: "I was particularly impressed by Ventura’s use of business process mapping to improve both efficiency and customer service, and their close, strong relationship with their clients – feedback from clients and end users is universally complimentary. I also discovered how Ventura has taken over existing contracts, quickly understood the service requirements and improved on the previous provision."

Ventura’s Customer Service Excellence certification is valid for the three years to December 2013, subject to annual surveillance visits undertaken by an accredited independent assessor such as SGS.
 

About SGS Group

The SGS Group is the global leader and innovator in inspection, verification, testing and certification services. Founded in 1878, SGS is recognized as the global benchmark in quality and integrity. With more than 55 000 employees, SGS operates a network of over 1000 offices and laboratories around the world.
 

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