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FIRST COUNCIL TO WIN PRESTIGIOUS CALL CENTRE ACCREDITATION

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Hertfordshire CC's customer service centre, operated by the Capita Group Plc, has become the first council call cen...
Hertfordshire CC's customer service centre, operated by the Capita Group Plc, has become the first council call centre to be awarded Contact Centre Association (CCA) accreditation.

Hertfordshire was the first local authority to develop and implement a single point for the public to access its services when in 1999 it appointed Capita to develop and operate a customer service centre in Stevenage. The centre now deals with enquiries for council services ranging from libraries and trading standards to environment, transport, education and adult care services. Open six days a week, the centre handled over 800,000 calls last year.

The CCA, the professional body of the call centre industry, provides a comprehensive framework for best practice and provides external verification via the British Standards Institution.

Andrew Robertson, director of community information at Hertfordshire CC said: 'We continue to be very pleased with the performance of the Customer Service Centre and the way Capita have delivered for us. I am delighted that the centre has received CCA accreditation. This reflects particularly well on the staff at the centre - they have done us proud.'

Simon Pilling, Capita executive director said: 'The Audit Commission highlighted the customer service centre and Hertfordshire's successful work with the private sector in its decision to award Hertfordshire an 'excellent' rating in the comprehensive performance assessment results. Capita has deployed the latest technology to provide a fully integrated customer relationship management system for Hertfordshire, and independent surveys show that over 90% of users are either very or fairly satisfied with the service. This is a match for any contact centre in the country.'

Judy Smyth, membership services director, CCA said: 'CCA are delighted that the rapidly growing public sector contact centres are embracing best practice as part of their development towards professionalism. CCA would like to congratulate Hertfordsh ire CC and Capita in their achievement.'

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