Corporate news

We attained CCA Global Standard© accreditation for customer service for 15th straight year


We are thrilled to have achieved accreditation to CCA Global Standard© for the 15th year in a row. This is a globally recognised framework that assesses the reliability and effectiveness of our company’s customer service operation.

The accreditation was awarded by CCA Global Ltd, the global awarding body for the accreditation. The award identifies talent and capability, assesses ease of access across voice and remote channels, and provides a foundation for building better customer experience in a digital world.

We were assessed against a number of key business principles of CCA Global Standard© including:

  • Customer service performance and operational effectiveness
  • Employee focus: recruitment, selection & retention alongside learning and development strategies
  • Legislation, regulation and policies affecting the operation
  • Third party and managed relationships along with implementing and managing relevant and new technologies

To be awarded with the accreditation we had to undergo a rigorous virtual assessment reviewing all aspects of our business. The assessment ensures our organisation actively follows the guidelines and meets the high standards required on a daily basis.

Gillian Adkins, Customer Resolution Centre Manager said, “We are incredibly proud to receive this Gold award in recognition for achieving the CCA Global Standard accreditation annually for the past 15 years. At CHP we are committed to delighting our customers and consistently delivering a great experience for them.

“To achieve this we have invested in the continuous improvement of our processes, contact channels, and the development of our team. This past year has been very challenging for all of us, but we have pulled together and continued to offer vital support and advice to our customers, at a time when they have needed us the most.”

Anne-Marie Forsyth, Chief Executive of CCA, said: “The accreditation is a true reflection of the dedication and drive demonstrated by CHP in delivering consistency, efficiency and continual improvement for customers in today’s challenging times. For those seeking to transition to new operating models, it provides solid guidance on customer experience measurement, dealing with vulnerability, homeworking and other models, employee engagement and wellbeing.”

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