Liberata at the CCMA Round Table Masterclass

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At Liberata, we take immense pride in delivering exceptional customer service. Our focus on quality is one of the key drivers behind our success.

Our Operational Support Manager, Rachel Hulme, recently spoke at the Contact Centre Management Association’s (CCMA) recent round table masterclass. Rachel shared her knowledge and insight in the Quality Management Special Interest Group with over 75 industry professionals.

Showcasing our expertise in quality frameworks

The session focused on how organisations are evolving their quality frameworks, leading to exchanging ideas and exploring best practices. 

Rachel provided a comprehensive overview of Liberata’s approach to quality, demonstrating how we tailor our framework to meet regulatory requirements and customer needs. 

Her presentation highlighted the importance of:

  • Quality monitoring: A structured cycle that includes monthly quality monitoring, coaching for performance, team leader validation, and the Excellence Lab.
  • Customer-centric approach: Ensuring first contact resolution (FCR) rates exceed 95.5% and maintaining an outstanding customer satisfaction score of 89%.
  • Knowledge management solutions: The crucial role of equipping frontline teams with the correct information at the right time to enhance customer interactions.

The presentation’s insights resonated with attendees. It provided practical examples of how Liberata’s quality framework helps our customers continually evolve and drive performance improvements across their services.

Moving beyond compliance

A key takeaway from the session was the shift from merely meeting compliance standards to proactively enhancing service quality, sparking discussions about:

  • How to use data and trends to refine quality frameworks.
  • The role of continuous coaching and validation in sustaining high-performance teams.
  • Best practices for integrating technology to support quality initiatives.

Rachel’s leadership in this space was widely praised, reinforcing Liberata’s reputation as an industry leader in customer service and operational excellence.

A proud moment for Liberata

This event was a testament to Rachel’s expertise and a showcase of how Liberata leverage technology and innovation to support colleagues, customers, and clients. Her participation in the CCMA masterclass underscores our ongoing commitment to quality and our drive to remain at the forefront of customer service excellence.

About Rachel Hulme

Operational Support Manager | Customer Services | Liberata

As an Operational Support Manager at Liberata, I lead a high-performing team dedicated to training, quality, and administrative support across Customer Services. My team plays a crucial role in equipping colleagues with the tools and knowledge they need to provide exceptional service to our clients.

With expertise in communications, engagement, recruitment, onboarding, training, quality, and transformation support, I ensure that our operations run smoothly while driving continuous improvement. I’m passionate about people development and service excellence and take pride in fostering a culture of high performance and collaboration.

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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
Borough of Broxbourne
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
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
Leicester City 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
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