Equiniti, the UK’s leading provider of share registration services, employee share plan administration and business process outsourcing (BPO) solutions has been awarded the Customer Contact Association (CCA) Global Standard© Version 6 for its multi-channel contact centre, becoming one of only a handful of contact centres in the UK to hold the coveted global accreditation.
Equiniti was the very first share registrar to be awarded with the original Global Standard back in 2010, but was successfully awarded the CCA Global Standard © version 6 following a two-day on-site assessment last month.
All facets of Equiniti’s contact centre operations were assessed and reviewed against the rigorous CCA Global Standard © version 6 criteria, taking into account:
- Changes in the contact centre since the last assessment;
- Channels assessed and scope;
- Follow up on previous actions plans/opportunities for improvement/observations from forward view in last report;
- Strengths of the contact centre and opportunities for improvement including interview comments if appropriate;
- Any key innovations/leading practice observed and evidence.
In the assessment report, Equiniti’s contact centre was found to “demonstrate[s] widespread good practice. It supports the organisations corporate objectives by a focussed approach to customer service excellence and continual improvement, delivered by well trained and engaged staff and highly professional management team.”
The Centre’s service objectives, which are consistently met, include:
- "To answer 95% of all calls";
- "To answer 80% of calls within 20 seconds";
- "To achieve 90% for customer satisfaction".
Liam McGrath, Equiniti’s Managing Director of Operations, said: “We believe that one of the key factors in being awarded this accreditation is due to the passion and personal commitment of each of our staff consistently over the years. They have built up an extraordinarily strong team dedicated to providing the very best levels of customer service possible. We have also invested heavily in extensive training, a £1m telephony infrastructure, and state of the art technology. We are so pleased that all of their hard work has been rewarded, and the accreditation also reinforces the message to clients and stakeholders that we are serious about delivering an industry leading service using world class processes, with professional and engaged staff.”
The Equiniti contact centre in Kings Norton, Birmingham has over 200 skilled and dedicated agents handling over 2.5 million calls per year. The centre has multi-channel capabilities to manage transactions that include telephone, email and secure web-based enquiries.