Arbroath contact centre Journeycall has received a prestigious customer service award.
One of the Angus town’s biggest employers with a client portfolio worth £60m annually, has received CCA Global Standard Version 6, an international accreditation for excellence in customer service.
The management system standard for all contact centres was awarded following an independent audit which increases quality awareness, verifies high performance and provides a foundation for best practice.
A CCA assessor spent two days at Journeycall where around 300 staff each month deal with over 200,000 calls, 22,000 emails and 8,000 letters, fulfilling up to 200,000 products on plastic, paper or smart media.
The assessor met Journeycall staff from all levels and was given access to 1243 evidence files from Journeycall’s diverse client portfolio.
Impressed by the ethos of real customer service and company values upheld by staff, the assessor also commended Journeycall for the positive approach of its management team and staff development opportunities.
Other key strengths included the quality monitoring of services and leadership.
Theresa Wishart, Journeycall managing director, said: “We are delighted to have been awarded CCA Global Standard Version 6.
“It is a real tribute to the hard work and dedication of our staff. We take pride that our team is one of the best in the industry. Being Awarded CCA Global Standard Version 6 is another accolade for which our team can be very proud.”
Anne-Marie Forsyth, chief executive of CCA, said: “The accreditation is a true reflection of the commitment and drive demonstrated by the organisation in delivering consistency, efficiency and continual improvement in their operation.”
Journeycall recently won a new contract from Transport for London (TfL), the UK capital’s transport authority, against stiff competition.
The four-year framework agreement was granted on the basis of Journeycall’s quality, experience and price, and continues a relationship with TfL that began in 2006.
The company’s multi-channel customer support for Oyster and other ticketing inquiries includes sales, information, lost and stolen cards and refunds.
Journeycall also issues and distributes all adult Oyster cards purchased online or through its telesales service on which it has 130 people working.
ATOC (Association of Train Operating Companies), also renewed its contract with Journeycall for another year to handle customer service enquiries.