Setting the standard for excellent customer service

Published 16 November 2018

Representatives from the Division were formally presented with the CCA Global Standard plaque at the awarding body’s annual convention in the Hilton, Glasgow.

CCA (Customer Contact Association) is the professional body for leading brands in customer experience. It challenges organisations to become world class and its Excellence Awards Programme sets the benchmark for customer service excellence.

Receiving the body’s Global Standard is a fundamental achievement for C3 as it recognises improved communication across all business units where activity has an impact on customer service. The Global Standard also instils a discipline which actively reduces failure demand and anchors good processes which are key in delivering great customer service.

Amanda McDonald is our C3 Service Centre Lead and is thrilled at being presented with the coveted Global Standard. She said: “Our Division has been on a much scrutinised journey of improvement and achieving Global Standard shows just how far we’ve come.

“It reflects the hard work and focus of everyone in the Division to achieve their personal best for our customers. I am extremely proud of everyone who works in our service centres, they are a dedicated group of professionals who thrive on making a positive difference for our customers.”

C3 was pipped at the post at the CCA Annual Awards ceremony on Thursday 15 November 2018. The team was shortlisted for ‘Public Sector Team of the Year’ for the vital role it plays in ensuring we deliver our focus of keeping people safe. The awards programme recognises world-class professional achievement in customer service.

The CCA Standard is a set of benchmarks agreed by senior representatives across the customer contact industry. They support an enterprise-wide ownership of the customer and provide the foundation for customer service excellence.


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