CHP Service Centre achieves CCA Accreditation

The assessment highlighted several strengths, including a strong focus on customers and an emphasis on making sure staff effectively deal with customer enquiries.

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CHP have announced its Service Centre has been reaccredited by the Customer Contact Association (CCA).

The Essex-based charity achieved Version 6 of the CCA Global Standard for its Centre following an audit in November 2018, after ‘Understanding and improving the customer experience’ and ‘Succeeding through colleague engagement and development’.

The assessment highlighted several strengths, including a strong focus on customers and an emphasis on making sure staff have a range of skills to deal with customers enquiries at first point of contact.

As the professional body for customer service, the CCA has more than 15 years’ experience working with industry leaders to deliver a better customer experience.

The organization is recognised as the trusted reference for research, analysis and expertise, and award the Global Standard to contact centres that achieve meet their requirements.

Commenting on the accreditation, Service Centre Manager Gillian Adkins said: “We’re delighted that we have successfully passed the CCA’s criteria. This is an excellent achievement for us as the CCA Global Standard is respected by industry experts.

“An independent assessment such as this demonstrates our commitment to our customers. The centre deals with a broad range of enquiries, and the team is trained to be ready to respond appropriately whatever the next call brings.”

Feedback from the CCA Standards Review Board applauded the service centre for their robust policies and procedures; identifying their participation in constant professional development and their desire to continually improve service and customer contact.

CCA Chief Executive Anne-Marie Forsyth said: “Congratulations to all the team at CHP for their successful re-accreditation to CCA Global Standard V6. A number of strengths were highlighted including vulnerable customer policies and procedures and continuous professional development.

“The accreditation is a true reflection of the commitment and drive demonstrated by CHP in delivering consistency, efficiency and continual improvement for customers within its customer service operation.”

CHP provides affordable properties to rent and buy, and now owns and manages over 19,000 residents in almost 9,500 properties, working in 13 of the 14 of the local authority areas in Essex.