Liberata awarded the CCA Global Standard V7

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.”

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As a Council we are focused on ensuring that the services delivered are both sustainable and of the highest quality. We are delighted to be working with Liberata to help deliver these services on behalf of our residents and businesses. Liberata stood out with its ability to drive transformational change and improve customer access and digital services.
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.
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.
Steve King
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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.
Andy Stevens
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