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.”