Liberata receives highest possible accreditation at 2017 CCA Awards for the third year in a row

We’re pleased to announce that last Wednesday we were officially accredited to the highest standard possible by the Customer Contact Association (CCA), for the third year in a row. This accreditation comprises of a number of benchmarks agreed by senior representatives across the industry, to set the standard for customer service excellence and performance. With more than 15 years of experience, the CCA is firmly recognised as a leading authority in the customer service space. This is a fantastic endorsement of Liberata’s ongoing work in delivering exceptional customer service to its clients.

Vijay Chandiramani, Executive Director at Liberata, said: “We are tremendously proud to have received the CCA accreditation for the third year in a row. In line with our strategy of delivering ‘intelligent Customer engagement’ (ICE) in partnership with our valued clients in the UK public sector, this accreditation is a vital milestone on that journey. We are committed to delivering key services improvements to our customers through applying the principles of ICE.

In addition, our Hounslow team attended the CCA Customer Excellence Awards dinner last Thursday, where they were shortlisted for two awards: ‘Team of the Year’ and ‘Innovation in BPO’.  While our fantastic team didn’t win in their categories, it was great to see Liberata being recognised alongside some of the biggest brands in the UK, such as Sainsbury’s, Argos and the DVLA. The nominations were a testament to the teams’ hard work and were very well deserved.

Tony Briggs, Head of Customer Services at Liberata, added: “I am immensely proud of the team and their achievement of being nominated in two strong categories.  As always it is disappointing not to win, but the calibre of the other nominees and their submissions was high. Our people are critical to our success in delivering services to our clients, so we are delighted that their efforts have also been recognised at the highest level”.

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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
Broxbourne 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
Eastleigh Borough Council
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
Leicester City Council
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
Swindon Borough Council