After a two-year delay due to Covid we attended an awards ceremony hosted by the Customer Contact Association (CCA) in person where we were presented with two awards.

Mina Dulai, Business Change Team Manager, and Reanne Smith, Senior Diagnostics Software Developer, attended the CCA Connect – VIP Business Lunch yesterday (Thursday 27 April).

The event was held at the Hilton Doubletree in Glasgow where we picked up the annual accreditation award for 2022. We were also presented with the CCA Bronze Award for successfully maintaining CCA accreditation for five consecutive years – part of the CCA Global Standard.

The CCA Global Standard is a recognised accreditation programme, demonstrating customer service excellence. Awards were presented to those making a long-term commitment to continuously improve customer experience by adopting the accreditation framework as a fundamental part of their core operating model.

The CCA assess the customer service of organisations across the globe including companies such as Sky, the BBC, and Barclays Bank.

Our Head of Customer Experience Monika Dombek said: “We’re delighted to receive the Bronze Award and our annual accreditation. We are currently preparing for 2023 assessment against a new redesigned assessment framework that was released in December 2022 as a response to the evolution of customer contact and the need for a more collaborative approach to customer experience.

“The new release puts more emphasis on the customer journey and a new module – customer voice – has been added. Other criteria we are being assessed on include organisational strategy, policies, risk management and colleague engagement.

“Thank you to all colleagues in our directorate who dedicate their time every year to help with preparations for the assessment and to those who have participated over the years in focus groups with the assessor. We would also like to express our appreciation to our business partners – HR, ICT and L&D – who have supported us over the years during the assessment period.”

You can find out more about the CCA here.

Congratulations to our Customer Service team!