Connect News
Prolog contact centres win CCA Global Standard Accreditation
Prolog Connect has been awarded the Customer Contact Association (CCA) Global Standard for all four of its multi-channel contact centres, becoming one of only ten outsourced service providers in the UK to hold the coveted accreditation.
The announcement by the CCA in mid-December brought to fruition a long, rigorous and all-pervasive process of internal and external scrutiny that began in June 2007 at Prolog’s sites in the East Midlands, East Anglia and the Home Counties.
Evaluation criteria stipulated for the CCA Global Standard, Version 4, include customer and employee focus, performance and effectiveness, learning and development, legislation and regulation, third-party relationships, security and fraud prevention and technology.
All aspects of Prolog’s contact centre operations have been reviewed against the Standard over an 18-month period. Existing processes have been adapted and new processes introduced to ensure a consistent and measurable service.
Changes include a new system for enhanced customer feedback, a fraud-prevention helpline, a clear-desk policy, formal staff satisfaction surveys and a Wiki-style online knowledge base that is revolutionising information usage and exchange among its contact centre advisors.
Contact Centre
Director Paul Miller
“Unlike other organisations who have gained accreditation for specific parts of their business, Prolog Connect has achieved the Global Standard across our entire operation, encompassing facilities at Sherwood Park near Nottingham, Sudbury in Suffolk and at Watford in Hertfordshire,” commented Prolog Contact Centre Director, Paul Miller.
“Our contact centre operations have been rigorously audited by review of documentation and by confidential interviews with staff at all levels. We can now offer clients and potential clients a highly regarded and independently audited benchmark of excellence that incorporates a structured framework for ongoing improvement.”
In achieving the CCA Global standard, Prolog has shown that it meets and exceeds the highest industry standards across a raft of key areas, including processes and systems, security, employee satisfaction and green criteria.
The significance of the award for Prolog is heightened by the presence among its clients of several major government departments, all of whom expect formal accreditation for their outsourced service providers. The Global Standard signals that Prolog is responding to recommendations of the Varney report on improvements in public-sector service delivery.
Less than 15 per cent of UK contact centre staff work at companies holding CCA Global Standard accreditation, and of these the majority are mega-brands such as BT, Coca-Cola, Vodafone and Tesco. Prolog is one of the few outsourced service providers to have been awarded the Standard.
Wall graphics emphasise Prolog Connect’s
commitment to customer focus at
Sherwood Park near Nottingham
One of four Prolog multi-channel
contact centres in the UK to be awarded
the CCA’s coveted Global Standard
