Darlington Contact Centre Attains Global Accreditation
The Student Loans Company has landed an international accreditation for excellent customer service at its Darlington contact centre.
05 August 2016
The Student Loans Company has landed an international accreditation for excellent customer service at its Darlington contact centre.
05 August 2016
The Contact Centre Association (CCA) Global Standard Version 6 was awarded following an independent audit of customer contact operation against industry developed and approved requirements.
The Darlington contact centre and processing unit, based at Memphis Point in Darlington, employs over 1,400 staff and the Company handles around 22,000 calls per day during peak periods from students, former students and sponsors across the UK.
The Company’s new CEO Steve Lamey presented the award to staff during his first tour of the call centre.
He said: “I am delighted that the contact centre team has been awarded this CCA Global Standard accreditation. It's a testament to our focus on delivering excellent customer service within a progressive and inclusive working environment.
“The assessor highlighted the consistent approach and focus around customer satisfaction, complaints management and training.
“I’ve witnessed this while spending time with the employees in Darlington too and have been very impressed with the whole team’s hard work and dedication.”
The Company’s Glasgow and Llandudno Junction contact centres also hold this accreditation.