NCCC retains CCA Global Accreditation
CCA GLOBAL STANDARD – A model for continual improvement
NCCC, as part of its continuing drive to achieve Operational Excellence, has once again been successfully accredited against the Customer Contact Association Global Standard for Call Centres. The CCA continually challenges their members to improve in all aspects of the business.
For 2008, the accreditation included two new standards surrounding Security and Fraud Prevention and Use of Contact Centre Technology.The NCCC agreed to be the first member to be audited on all eight standards and have been successful once again. Reaching the standard was dependant on NCCC being evaluated, measured and attaining satisfactory scores across all of the day-to-day disciplines and processes used and managed on behalf of the ESB Customer Supply and ESB Networks businesses.
The audit was carried out over two days by British Standards Institute auditors on site. This included confidential interviews with Team Leaders and Agents.The focus is on: People, Communications, Culture, Policies & Legislation affecting Operation and Service Performance & Organisational Efficiency, Security & Fraud Prevention and Use of Contact Centre Technology.
In choosing to work within accreditation the standard offers significant benefits for NCCC in the following key areas:
- Offers strong foundations for customer service delivery.
- Supports and facilitates continuous improvement.
- Ensures consistency of management approach and service implementation throughout the business.
- Identifies gaps or weaknesses in process implementation.
- Is motivational for employees and leads to improved recruitment, retention and staff satisfaction.
- Symbolises a recognised commitment to customers and employees.
- Is compatible with other quality models.
Retaining Accreditation involves the commitment of all NCCC staff and it is through the day-to-day living of the standards within the contact centre that success is ensured.Following the auditors report to the Standards Committee of the CCA, NCCC has been awarded full accreditation status.
This is a very significant achievement and one which positions NCCC to the forefront in continuing to deliver quality customer contact solutions.An important part of the people and culture standard is celebrating success and NCCC did that in Cork on Thursday, October 9th when the achievements of several of our staff members in various areas were acknowledged in conjunction with the accreditation success.
Speaking at the event, Pat Fenlon, General Manager, ESB Customer Supply, congratulated all of the staff on another outstanding year. "There is no better way to prepare for competition than to give excellent customer services and this accreditation is a formal recognition of what is a top class performance," he said.
