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.”