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28/04/2016

Renewed global customer service standards secured

CalMac, the UK's largest ferry, operator has successfully renewed its Global Standard Accreditation for customer care in the face of a 37% increase in calls over the past year.

The company's 46 strong customer operations team was again given the much coveted quality assurance mark by the Contact Centre Association (CCA) for its helpfulness and professionalism.

The accreditation report from the CCA said the CalMac customer contact centre had 'numerous examples of continual improvement evident' and that the team had 'embraced new ways of working successfully'. This included the introduction of a new service disruption traffic light system and a new approach to customer complaints.

The accreditation involved surveying contact centre staff on a range of customer focused processes to ensure a consistent and professional approach across the centre, and also included closely auditing the the daily workings of the operation. Last year the centre handled more then 330,000 calls while managing increased social media and web based customer enquires around ferry bookings, amendments, claims and complaints.

Since its social media service update stream started in 2013 the team have sent out more then 38,000 tweets to keep customers up to date with journey status.

The accreditation report concluded:

"A very positive and strong re-assessment you have accommodated an increase in demand for your services. Your organisation has implemented new technology successfully and maintained a dedication to your customers and to your staff.

"There were numerous examples of strengths which have been highlighted in the report and evidence of growing and positive engagement on social media as you develop and extend your proactive communications."

CalMac has been providing lifeline services to the communities up and down the west coast for more than 160 years. Last year the company carried more than 4.6 million passengers and 1.2 million vehicles on 49 routes across 24 island and other remote mainland destinations.

"It's great to see recognition for the hard work the team are putting in to improve the way we communicate with our customers. Customers have to be at the centre of what we do as a business and although this is very much an ongoing process clear progress is being made and noted by an industry respected body," said commercial director, Jocelyn McConnachie.

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