We are thrilled to announce that Liberata’s Customer Services team has won three awards at the CCA Global Excellence Awards 2025, reaffirming our continued commitment to customer service excellence and innovation.
Celebrating over 25 years of industry recognition, the CCA Global Excellence Awards are regarded as the gold standard for customer service and experience excellence across both public and private sectors. Our Customer Services team was recognised in three categories at the ceremony.
The awards Liberata received:
Silver Global Standard© Achievement Award
Liberata received the Silver Award for maintaining CCA Global Standard© Accreditation for over ten years. This milestone reflects a decade of unwavering commitment to best practice, continuous improvement, and exceptional service delivery across all touchpoints.
Bronze – Most Effective Customer Vulnerability Strategy
Supporting vulnerable customers is central to our ethos. This award recognises our people-first approach, combining technology with expert, empathetic customer engagement. Through extensive training and a deep understanding of financial vulnerability, our team ensures meaningful, first-contact resolutions that reduce stress and improve customer outcomes.
Bronze – Best Technology Partnership with IP Integration
Our partnership with IPI was recognised for its transformative impact on customer operations. Together, we have implemented tools such as Workforce Management and voice bots within the Genesys platform, driving service enhancements and achieving customer satisfaction scores as high as 89% and a first-time resolution rate of 95%. The partnership exemplifies strategic collaboration and measurable results.
Commenting on the wins, Jayne Lawrenson, Director of Customer Services and Operational Support, said:
“These awards are a testament to the incredible work of our team and our partners. Whether it’s supporting vulnerable customers or investing in the right technology, we are proud to be recognised for making a real difference.”
The CCA Global Excellence Awards are among the most respected in the contact centre industry, recognising organisations that set the benchmark for service and operational excellence.
