Customer Services Retain Contact Centre Association Global Version V7

What is CCA?

CCA Global Standard© is a progressive industry accreditation designed by industry, for the industry. It measures an organisation’s customer service strategy, helping to raise the bar and develop a consistent approach to service excellence. For customer service teams, it means they have the recognition that the service they deliver, the process they follow and the care and consideration they take when dealing with customers, is at the highest standard possible when measured against industry peers.

Liberata was the first outsourcing provider to obtain the CCA Global Standard when the new standard was introduced last year, and we are pleased to announce that we have once again secured the CCA Global Standard version 7, after submitting all the relevant information and evidence to the CCA.

Meeting the criteria

The accreditation for V7 standard is measured over 7 units covering Organisational Strategy, Customer Engagement, Building Capability and Nurturing Talent, Business Security and Risk Management, Partnerships and Relationships, Working Environment and finally Managing Business Performance. This means as a business Liberata needed to prove that they met the standard by compiling a year’s worth of evidence capturing all of their processes and procedures, employee data, risk registers, 1-2-1’s, performance management and also demonstrating the great relationships they have with their clients and the trust they have in them to deliver their service aligned to their own organisational strategies.

The effort required across the team in supplying all the relevant information and evidence is hugely time consuming, but retaining the accreditation once again shows how hard the entire team works in maintaining the standards the business sets out.

Paula Holden, Senior Operations Manager, Customer Services at Liberata said “We are extremely delighted to have secured our level 7 accreditation, it just shows our levels of service and standards are a cut above the rest. But none of this would be possible without the hard work and dedication of our Customer Service Teams. In particular this year, with rising call volumes and a greater demand on their emotional support skills it is a testament to a team of advisors who truly care about the people they are helping and the businesses we are serving.”

If you would like to learn more about our customer services click here or contact us here.

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Richard Baker
Welwyn Hatfield Borough Council
Following a formal process and tender notice, Liberata stood out with its ability to transform our services and improve customer access and digital services. Liberata has demonstrated it can achieve high collection rates across business rates and Council Tax services and benefits by improving processing times. We look forward to working with Liberata to help transform these services for our residents and ensuring we are providing the appropriate levels of support to the most vulnerable in our area.
A spokesperson for Swindon Borough Council
Swindon Borough Council
Eastleigh Borough Council has worked with Liberata for a number of years who undertake the council's empty home reviews, and I must say, their service exceeded all expectations. From start to finish, they demonstrated professionalism, efficiency, and a genuine commitment to addressing this critical issue in our community. Thanks to Liberata, the council has been able to maximise our empty home bonus year on year. This positive impact on our community cannot be overstated.
Kerrie Thomas
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The RV Finder service from Liberata has really helped us ensure that our data is as accurate as possible and, when the VOA has processed the outstanding cases, I fully expect to see more than £1,000,000 of additional RV. The “risk and reward” model works well and the Council only has to pay for their success and the service is something that we will use on a regular basis.
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