We’re delighted to be shortlisted in three categories at this year’s CCA Excellence Awards. These nominations are a testament to the hard work of our Customer Service teams and the great strides they have made. All the members of the team should be incredibly proud of the work they do every day to help our client’s customers.
CCA Excellence Awards
The awards celebrate organisations, teams, and individuals in the industry who excel in customer service and enhance the customer experience. They recognise achievements in key areas: customer service excellence, innovation, leadership, collaboration, diversity and inclusion, customer engagement, and operational efficiency. By highlighting dedication, creativity, and best practices, these awards inspire innovation and set benchmarks for quality in the customer service industry. CCA Global host their annual awards on 24th April 2025.
The award categories
We have been shortlisted for these three categories:
Best Technology Partnership
Award synopsis: The Best Technology Partnership Award celebrates the most impactful and innovative technology partnership that has significantly enhanced customer service and experience operations.
Our partnership with IP Integration has significantly enhanced our customer service and operational excellence. IPI has acted as an extension of Liberata’s team, devising a detailed roadmap with succinct and clear phases. Armed with comprehensive training, Liberata’s teams and tools like Workforce Management and a quality monitoring platform within the Genesys platform laid the foundations for effective service delivery and continuous improvement. Our customer satisfaction surveys and feedback analysis measured the success and impact of initiatives like voice bots, with satisfaction rates reaching 89% for good service. This partnership exemplifies innovation, seamless execution, and measurable customer experience enhancement.
Most Effective Customer Vulnerability Strategy
Award synopsis: The Most Effective Customer Vulnerability Strategy Award recognises organisations at the forefront of supporting vulnerable customers.
We are incredibly proud to be shortlisted for this category, as supporting vulnerable customers is at the core of our business. Balancing technology with investment in staff development and training has created an approach where customers can speak to an expert when they need it the most. Our staff are trained to be professionals in their specific responsibilities, resolve customer requests on first contact, and give advice where necessary. Due to the nature of our service, financial difficulties and hardship, some customers’ circumstances can lead to challenging interactions. This is when our staff utilise their skills and expertise to look at the immediate issue and review it in the context of the whole customer picture. They strive to support the customer in resolving their concerns at first contact to reduce further stress and, if needed, go deeper into their financial health.
Employee Support Team of the Year
Award synopsis: The Employee Support Team of the Year Award recognises a team that provides exceptional support to employees, fostering a positive work environment and enhancing overall productivity and morale.
Our Customer Services Operational Support Team comprises of three segments: dedicated Quality Analysts, Training and Quality coaches, and Administrators, who all play a vital role in supporting our staff. Over the last 12 months, our quality team has successfully created a robust quality framework that has been embedded into our working practices. Our training team achieve consistency in coaching and drives improvement using specially developed bitesize modules. Their training ensures our staff understand and use the framework in their roles. The training has raised our service performance and created service excellence. All customer-facing staff are fully equipped to deliver first contact resolution (FCR). They now successfully delivered over 95%+ FCR, and our Customer Satisfaction Score stands at an impressive 83% excellent rating.
“We are extremely proud to be shortlisted finalists for the second year. To be shortlisted in three highly competitive categories is a testament to our team’s commitment to transform our service to customers and create a supportive culture for colleagues.
Working in close partnership with IP Integration, we leverage cloud technology to develop new ways for customers to interact with us. This approach is central to Liberata’s service delivery and development.
It is particularly important to us to be finalists in the Vulnerable Customer strategy category. We serve many customers daily who are encountering challenging circumstances and ensure our processes support all our customers’ needs.
Finally, we are delighted that our Operational Support team has been shortlisted as Team of the Year. The Operational Support team is pivotal to our success in onboarding, induction, training, and quality. They have wholly embraced cloud technology by implementing an adviser-assisted knowledge platform, with online training modules that have supported our consistently high First Contact resolution and quality scores.
As the technology evolves, our service will continue to do so.“
Jayne Lawrenson – Director of Customer Services and Operational Support – Liberata
Liberata awarded CCA Global Accreditation
To complement the nominations, Liberata is proud to celebrate a decade of excellence with the CCA Global Accreditation for Customer Experience, earning the prestigious Silver Award. Since 2015, we have remained committed to raising customer service standards, continuous improvement, and dedication to delivering outstanding customer experiences.
Revolutionise your Contact Centre experience
Our Customer Service solutions are transformational and improve service performance and efficiency while enhancing the customer experience. The comprehensive, omnichannel solution integrates multiple communication channels – phone, web chat, SMS, messaging, social media, and email – to provide seamless, efficient, consistent service delivery across all touchpoints. Get in touch to learn how Liberata can help you transform your customer-facing services.
Get in touch to learn how Liberata can help you transform your customer-facing services.
