Service Centre Achieves Accreditation

Published by Miriam Laverick for Southern Housing Group in Housing and also in Communities

Southern Housing Group has achieved global standard accreditation for its Customer Service Centre. The Customer Contact Association (CCA), a professional body for the call and contact centre industry, awarded the Group’s Customer Service Centre for its exemplary service.

The CCA is an independent organisation with over 600 public and private sector members, ranging from American Express to the Yorkshire Ambulance Service.

In order to achieve CCA’s Global Standard, the British Standards Institute interviewed a selection of managers and customer service advisors, and listened to calls made to the centre. The Group was assessed on eight key areas affecting customer service:
1) Customer Focus
2) Performance and operational effectiveness
3) Employee focus
4) Learning, development and employee performance management
5) Legislation, regulation and policies
6) Third party and other relationships
7) Security and Fraud Prevention
8) Implementing and managing contact centre technology.

Assistant Trainer, Melanie Bullen, said:

“Southern Housing Group has joined a unique group of around 200 top contact centre operators. The accreditation confirms the Group as leaders in delivering consistent, efficient customer service in an environment of continual improvement.

“A big thank you to everyone who was involved in the assessment process. We worked well as a team, and it is very rewarding to be acknowledged for our high customer service standards.”

To find out more about Southern Housing Group go to www.shgroup.org.uk