Liberata’s Barrow and Pendle sites retain highest level of Contact Centre Association accreditation

Liberata, the business process innovation company, today announced that its Shared Service Centre in Barrow-in-Furness and Pendle Business Centre in Nelson have been re-accredited to the highest possible level, Version 6 of the Contact Centre Association’s (CCA) Global Standard©. Liberata was praised for its commitment to client organisations, their customers and to service excellence at both sites.

Alistair MacMillan from the RAC, one of the judges on the panel, commented: “Liberata demonstrated commitment to client organisations, their customers and to service excellence. Liberata’s strengths include a positive staff and working culture; a commitment to customers and clients; a robust surveying capability; customer forums; comprehensive training forums; apprentice schemes; staff development and appraisal; and a commitment to the customer charters of clients.”

In addition, efforts of Liberata’s contact centre staff have been recognised at several industry awards. Liberata employees Chris Wilson and Samantha Black were named as finalists in the Support Manager of the Year and Manager of the Year categories at the recent UK National Contact Centre Awards 2016. In May, Liberata’s Gerson Da Silva took home the award for Customer Services Apprentice of the Year at the annual Nelson and Colne College Apprenticeship Awards.

Chris Wilson, Technical Support Manager at Liberata said: “It makes me really proud that the work that we have been doing to give our customers the best possible experience has been recognised, both with this nomination and by the CCA.”

Gerson Da Silva said: “I was thrilled to be given the apprentice opportunity by Liberata, and to now be recognised for my achievements over the last year is great. Liberata is an organisation that clearly believes in investing in apprentices in the communities in which it operates. It has been a privilege to work alongside such amazing people. Everyone here believes in what we are doing and in working to service the public.”

“Our continued CCA accreditation is fantastic recognition of the high standard of support provided by our customer service teams in Barrow and Pendle,” said Charlie Bruin, CEO, Liberata UK. “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 an individual level. It’s particularly pleasing to see that the investments we are making in apprentices in local communities is having an impact and driving the next generation of talent.”

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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