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
Liberata is the ideal delivery partner to help us achieve our aims, whilst ensuring we can drive down processing times and improve the service for our customers. Council tax and business rates collection will improve, ensuring that we have the funds to deliver the vital services that have a positive impact on residents’ lives. We look forward to working closely in partnership with Liberata to help achieve our aims
Rebecca Keene
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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.
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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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Liberata has been empowered to create a seamless integration with technology to digitally transform the Revenues and Benefits service whilst trying to protect local jobs. The joint strategy has helped to deliver innovative solutions that have exceeded expectations, whilst providing savings to the authority. This surge in digital engagement has helped deliver strong year one outturn with electronic billing and the technology will enable us to show improvements in the benefits speed of processing and in Council Tax processing of moves, discounts and exemptions.
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