The industry accreditation was awarded to RESPONSE following a two-day external audit which required the business to demonstrate adherence to high CCA standards across a range of defined areas which included: Contact Centre Performance, Operational Effectiveness, Selection & Engagement Strategies, Learning & Development, Employee Performance Management and Third-Party Relationships.
First adopted in 2001 by leading brands across the UK and Ireland, the CCA Global Standard has been designed to increase the reliability and effectiveness of customer contact operations.
Created through the combined expertise of parties such as Customer Service Directors, regulatory bodies and other appropriate partners; the framework has remained reflective of today’s current customer service operating models through ongoing review and assessment of its criteria and key principles.
Brian Bannatyne, Managing Director at RESPONSE said: “RESPONSE is very proud to have held the CCA Global standard for 11 years now, an achievement which is testament to the many outstanding people we have here in our business.
We have always placed major importance on standards such as these, having recognised the key role that they play as the bed-rock to maintaining strong operational performance. “