BUSINESS STANDARDS
is the quarterly magazine of BSI Group, highlighting the vital role that standards play in today's business environment. Regular features include interviews with leading business figures, as well as news on the latest developments in management systems and standards.
Calling for higher standards
25 Jul 2008
Topics: Customer service, CCA
The Newport call centre for the Yellow Pages 118 24 7 directory enquiries service from international directories business Yell, has achieved certification to the CCA Global Standard. The call centre was independently assessed by BSI Management Systems over two days and measured against strict criteria including quality of customer service skills; performance and operational effectiveness of the team; and recruitment, selection and retention strategies, among other criteria. The quality of service, the approachability of management, the working environment and the development opportunities available at the centre were all cited as strengths.
"This recognizes the high quality of service that our advisors provide when callers ask us for in-depth business information," says Andrew Bradshaw, Newport call centre manager.
Anne-Marie Forsyth, chief executive of the CCA, agrees: "The certification is a true reflection of the commitment and drive demonstrated by Yell in delivering consistency, efficiency and continual improvement in its Yellow Pages 118 24 7 team."
For more information: www.bsigroup.com/july08cca
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