Calmac workers crowned Team of the Year

Calmac staff have been crowned Team of the Year in recognition of the quality of their customer care.

The operator’s service updates team was awarded the title by the Contact Centre Association (CCA) for their effectiveness in delivering consistent and clear messaging to customers in times of disruption.

The five-strong team monitors potential issues as well as checking other transport operators for events that may directly impact sailings.

The ferry and harbour operator beat competition from major international brands such as Vodafone and Sky to pick up the UK

“Award is a great accolade and one they fully deserve”

Excellence Award in the Telco, Utilities, Retail and Leisure category.

CalMac managing director Robbie Drummond said: “They are the voice of the company when disruption occurs.

“Their job of keeping our customers up to date with what’s happening is essential if they are to get to where they’re going with the minimal of fuss.

“I’m delighted for the team.

“Being recognised by their industry peers as being the best in the business is a great accolade and one they fully deserve.”

Over the course of last year, the team published 13,513 social media posts and responded to more than 45,000 messages and emails.

Judges were particularly impressed by the commitment to communicate disruption to customers within eight minutes of being alerted and their innovative use of social media.