Liberata is pleased to announce it has been officially accredited against the Customer Contact Association (CCA) Global Standard V7. Liberata is the first outsourcing customer to achieve the newly-launched V7 accreditation, and this is the fourth time the company has achieved the highest possible certification from the CCA.
With more than 17 years’ experience as the highest body within the customer contact space, the CCA is a leading authority which recognises organisations’ long-term commitment to continuously improving customer experience. The CCA Global Standard V7 is based on an independent assessment of an organisation’s customer service operation. Comprising of a number of benchmarks agreed by senior representatives across the industry, it aims to set the standard for customer service excellence and performance.
The CCA’s assessment involved site visits to Liberata’s contact centres in Barrow in Furness, Burnley and Pendle. The CCA praised the commitment and drive of Liberata’s staff in working towards improving professionalism and best practice within the contact centres. The CCA’s assessment also highlighted some key strengths, including Liberata’s focus groups to improve customer experience and the training provided to help staff deal with vulnerable customers, as well as its ongoing employee engagement initiatives.
Charlie Bruin, Chief Executive Officer at Liberata, said: “We are delighted to receive the latest CCA accreditation. Our partnerships with our public sector clients are founded upon delivering Intelligent Customer Engagement (ICE), and this accreditation is a further endorsement of our approach. We look forward to continue helping our clients deliver better customer results and experiences.”