Staff from RAC’s call centre at Cheadle in Cheshire have won the highest possible accolade from the industry for excellent service to motor manufacturer and fleet customers.
Staff from RAC’s call centre at Cheadle in Cheshire have won the highest possible accolade from the industry for excellent service to motor manufacturer and fleet customers.
They have been awarded "Best Practice Standard" from the Call Centre Association (CCA), which recognises notable achievement and excellent standards in meeting callers’ needs. The award – to a total of 33 staff in three teams – is for work on behalf of Motability, Kia and Hyundai.
The teams passed the CCA’s four day assessment with flying colours. They had to satisfy auditors that their processes produced excellent customer service from well-trained and informed call centre staff, backed by strong planning.
Contact centre manager Janet Page said: “ We are absolutely delighted and very proud to have won this accreditation. Everyone here has worked very hard for the past year to ensure that everything is in place to merit the Standard. What is particularly pleasing is that the auditors said they were satisfied with every aspect of our service – there was no area that they pulled us up on.
“I think the award reflects personal satisfaction from team members too. The auditors carried out confidential interviews with the team and there was no negative feedback at all. The auditors highlighted that the strength of the call centre was the management focus to deliver a positive and supportive learning environment. This was evidenced by appreciative remarks from the team. I think it shows that happy, well trained colleagues provide excellent customer service.”
The team at Cheadle handles repair management calls on behalf of Motability, customer service calls for Kia and marketing calls for both Kia and Hyundai.
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RAC Press office contact:
Jon Day on 07800 690555
Ruth Devlin at Staniforth 0161 919 8025/07900 215427
Notes to editors:
About RAC
With around seven million members, RAC is one of the UK's most progressive motoring organizations, providing services for both private and business motorists. Whether it's roadside assistance, windscreen repair and replacement, learning to drive, vehicle inspections and checks, legal and financial services or up-to-the-minute traffic and travel information - RAC is able to meet motorists’ needs. RAC incorporates BSM, RAC Auto Windscreens, RAC Direct Insurance and HPI.
Aviva bought RAC last year. The acquisition brings together RAC's powerful brand and customer base with the expertise and leading position in motor insurance of Norwich Union Insurance (part of Aviva). Norwich Union is the UK's largest insurer, insuring one in seven motor vehicles and with a market share of around 14%.