Welsh companies receive CCA Global Standard
Five Welsh contact centres have been recognised for their excellence in delivering customer services.
The companies, Connaught Compliance, Siemens IT Solutions and Services Ltd/ National Assembly of Wales, Tesco Customer Service Centre, Vehicle and Operator Services Agency and Vertex/Companies House, were each awarded the prestigious Customer Contact Association (CCA) Global Standard.
Being awarded the CCA Global Standard demonstrates that a company has met the criteria of the standard that comprises excellent customer service, including an awareness of customer satisfaction, contact centre performance and operational effectiveness, a focus on employees’ development, legislation and security and fraud prevention.
CCA Global Standard plaques were presented by Deputy Leader of Cardiff Council Cllr Judith Woodman to representatives from the five organisations at an awards ceremony at Tesco Customer Services Centre in Cardiff.
John Prowse, Managing Director of Connaught Compliance, the UK’s leading provider of integrated compliance services to help businesses manage health, safety and environmental risks, meet legal obligations and improve performance, said:
“As a company we’ve grown rapidly and our call centre offering is in many ways one of our ‘best-kept secrets’ that forms a central part of the service we offer to many of our customers.
“We place a key focus on staff development, not only for newer employees but also those that have been with the organisation for a number of years. Many of our employees begin their career with us in one of our call centres and progress through the ranks or move to other areas of the business. We are great believers in nurturing and retaining talent and this has clearly been recognised by this award which we are delighted to receive.”
Cllr Woodman said:
“Delivering good customer service is the key to any successful business and therefore these organisations today have really demonstrated that they are at the top of their game.
“I am pleased to be able to honour these companies that provide so much to the economy both in Wales and beyond.”
The Welsh contact centre industry consists of 125 centres employing some 28,000 people in operations in 29 towns and cities across Wales, pumping over £400m into the Welsh economy annually.
Sandra Busby
Sandra Busby, managing director of the Welsh Contact Centre Forum (WCCF), a high-value employers’ forum, said: “The companies that have today accepted their CCA Global Standard plaques have demonstrated that they are well ahead of their game in terms of customer delivery.”
CCA is firmly placed as a thought-leader and industry champion within the contact centre industry as well as an authoritative source of research and comment.
Rob Pike, Chair of CCA Standards Council, said:
“Contact centres throughout the UK are facing tough challenges – continuing growth in call volumes; squeezes on costs; competition for human talent; security and fraud and increasing complexity of call content and customer demands.
“Companies achieving this highly reputable, global standard undergo a rigorous and continuously developing assessment which includes putting their staff development, recruitment, training and security policies under the microscope.
“At the CCA we work to achieve more public recognition for good call centres and celebrate industry-leading high standards. It’s a real achievement that so many Welsh contact centres have attained this standard and this just goes to show how vibrant the contact centre industry is. These companies should feel extremely proud of themselves.”
Pictured above - left to right: Rob Pike, CCA, Norman Reaney, Tesco, Helen Adams, Vertex, John Prowse, Connaught, Avis Davies, Barbara Phillips, Welsh Contact Centre Forum.
