Liberata’s Barrow and Pendle sites awarded highest level of contact centre accreditation

Liberata, the business process innovation company, has today announced that its Shared Service Centre in Barrow-in-Furness (Barrow) and Pendle Business Centre in Nelson have been awarded accreditation to Version 6 of the Contact Centre Association’s (CCA) Global Standard©. Liberata was praised for its high standards of quality at both contact centres, following on-site assessments that took place over two days in February 2015.

The CCA Global Standard© is a set of principles adopted by businesses in 2001, and designed to increase the reliability and effectiveness of the customer contact operation. Ongoing review and assessment of the criteria and key principles has ensured that the framework maintains credibility and is reflective of today’s current customer service operating models.

Liberata’s model was assessed across eight modules of criteria which look to establish the quality of standard around shared practices, policies and procedures and contract specifics, at each centre. Additionally, time was also spent by the assessor surveying staff, conducting workplace observations and meeting with team and senior managers.

“We’re delighted that the CCA have awarded us with this accreditation,” said Charlie Bruin, Managing Director at Liberata. “We continuously strive to ensure that best practice is being achieved across all of our customer contact centres. A large thank you goes out to the team members at our Pendle and Barrow business centres for all the hard work in achieving this high industry standard.”