The independent assessor made particular reference to the excellent on boarding programmes Equiniti staff were provided with, and the overall improvement in staff engagement. These coupled with strong customer satisfaction ratings and low complaints volumes were the key contributors to retaining the accreditation.
In addition to this award, Equiniti’s Contact Centre was shortlisted for two additional awards for ‘Most Effective Training Programmeand ‘Customer Service Complaints Team of the Year.’ This award ceremony took place at The CCA’s Gala Dinner and Excellence Awards Ceremony, held at the National Museum of Scotland, Edinburgh.
Sam Halford, Director of operations at Equiniti, said: “We are delighted to have been awarded the CCA award for the fourth year running. This achievement reinforces Equiniti’s expertise in the market and our commitment to continuous improvement.”
Equiniti is a leading provider of complex administration and payment solutions. A business outsourcer, who works with some of the best known brands and public sector organisations in the UK, including around half of the FTSE 100.
About the CCA Global Standard Accreditation
CCA Global Standard is a set of key principles, which have been defined and agreed by industry experts and stakeholders.
First adopted in 2001 by leading brands across the UK and Ireland, it has been designed to increase the reliability and effectiveness of the customer contact operation and has been created by combining the experience of interested parties such as customer service directors, regulatory bodies and other appropriate partners.