CalMac secures top customer award

CalMac has been awarded the highest level of accreditation for the helpfulness and professionalism of its customer operations staff.

CalMac’s 47 strong Customer Service Team was given the much-coveted top-level quality assurance mark by the Contact Centre Association (CCA) and commended for its commitment to customer service, especially in the face of the coronavirus emergency.

The CCA assessor highlighted a number of strengths in the team with evidence demonstrating staff being motivated and proud to work for the company, while being passionate about delivering high performance results and excellent standards of customer service.

The accreditation involved surveying a range of staff on their customer focused processes to ensure a consistent and professional approach across the centre, and also included closely auditing the daily workings of the operation.