At Capita's LGS we strive for excellence in what we do every day, from the way we deliver our services, to where we deliver them and how we treat our staff. This is of paramount importance to us and has been independently recognised through the following accreditations.
Customer Contact Association's Global Standard Certification
Our Swindon contact centre first successfully achieved the Customer Contact Association’s (CCA) Global Standard Certification in February 2009, after a rigorous assessment by the British Standards Institute (BSI).
In March 2010, after another gruelling two-day assessment by the BSI, the contact centre was successful in retaining its CCA certification.
The CCA is recognised as the industry leader and authority on Customer Services and its Global Standard places greater focus on the customer experience and a strong emphasis on continuing improvement. The principles of the standard cover primary business areas and accreditation assessment looks at the following elements of a contact centre: customer and employee focus, performance and operational effectiveness, employee development and performance management, legislation and operational policies, security and fraud prevention, third party relationships, and technology implementation and management.
At Capita's LGS we are committed to demonstrating our dedication to, and investment in, our people. In order to guarantee and enforce this promise to our staff, we have achieved Investors in People (IiP) accreditation at three of our major shared service centres; Blackburn, Bromley and Mendip.
The Investors in People standard provides a framework that helps organisations improve performance and realise objectives through the effective management and development of their people. The IiP accreditation is one of the most widely recognised endorsements to companies who invest in their staff.
Maintaining the required standard for accreditation is a continuing process with recognition reviews required every three years.
Investors in People status brings public recognition for real achievements measured against a rigorous national standard. Being an Investor in People helps to attract the best quality job applicants. It may also provide a reason for customers to choose specific goods and services.
Capita's LGS is committed to the continued development of our people through upholding the principles and ethos of the IiP standard.
Our Bromley Shared Service Centre has successfully retained its ISO 9001 accreditation since 2003.
ISO (the International Organisation for Standardisation) is a worldwide federation of national standards bodies. The ISO 9001 standard promotes the adoption of a process approach to meet customer expectations when developing, implementing and improving the effectiveness of a quality management system.
All operations at the Bromley Shared Service Centre are independently assessed by the BSi at six monthly intervals to ensure compliance with the standard and that processes and procedures continue to deliver ongoing service improvements and high customer satisfaction levels.