Swindon Borough Council's contact centre achieves CCA certification for the second time.
After two days of rigorous assessment by the British Standards Institute in March 2010, Capita has successfully achieved the Customer Contact Association’s (CCA) Global Standard certification for its Swindon Borough Council contact centre. This re-accreditation comes one year after the contact centre achieved the CCA’s Global Standard for the first time.
Recognised as the industry leader and authority on Customer Services, the CCA Global Standard places greater focus on the customer experience and a strong emphasis on continuing improvement. The principles of the Standard cover primary business areas and accreditation assessment looks at the following elements of a Contact Centre: customer and employee focus, performance and operational effectiveness, employee development and performance management, legislation and operational policies, security and fraud prevention, third party relationships, and technology implementation and management.
“We are delighted that the hard work and commitment of our staff at Swindon has been recognised by the CCA with this award,” said Regional Director for Capita, Andy Paull.