Capita receives multiple accolades at the 2018 CCA Excellence Awards

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Capita Customer Management 16th November 2018 2 minute read

Capita receives multiple accolades at the 2018 CCA Excellence Awards

Capita Customer Management triumphed at last night’s CCA Excellence Awards, winning in two categories and receiving a Global Standard Achievement Gold award for our BBC Audience Services partnership.

It was a double win for Capita Customer Management at the 2018 CCA Excellence Awards, held in Glasgow on 15th November. Our colleagues took the awards for ‘Team of the Year – BPO & Outsourcing’ and ‘Rising Star’. Our BBC Audience Services partnership also received a Global Standard Achievement Gold award, marking 15+ years of top industry accreditation.

In addition, Capita’s Customer Solutions business received a Global Standard Achievement Silver award for over 10 years of accreditation.

Our first win of the night was in ‘Team of the Year – BPO & Outsourcing’. The Capita O2 Complaints Team were recognised for their work in delivering innovative complaints reduction initiatives – reducing complaints by 20% year-on-year.

Next, Michelle Miller from our M&S account won the ‘Rising Star’ award. Michelle was recognised for her work leading on projects that supported operational efficiencies whilst also driving an improved customer experience. 

Chief Executive of the CCA Anne Marie Forsyth said, “The success of Capita BBC Audience Services for achieving and retaining CCA Global Standard accreditation for more than 15 years underlines the valuable role of continual improvement that results in excellent service for customers. Presenting the organisation with a ‘Gold Award’ for this long-standing achievement reflects their passion and commitment to deliver time and again for customers.”

Terry Boynes, Partnership Director for Capita O2, said, “We were delighted to win BPO and Outsourcing Team of the Year at the CCA Awards in Glasgow last night. It is a vindication of the great work the Capita Complaints team has done under Amanda Chapple to reduce complaints coming into the Capita O2 partnership. The team have been delivering some great results through their dedication, hard work and innovation. We are very proud of them.”

Richard Holden, Portfolio Director for Capita M&S, said, "It's completely deserved and absolutely fantastic that the CCA have recognised Michelle's amazing contribution to the M&S Capita Partnership. We are very proud of her and look forward to celebrating more of her successes in the years to come."

Chairman of the awards judging panel Andrew Mends said, “This year’s winners should be exceptionally proud because it was by far the most competitive field ever, with a record number of international as well as UK entrants. Our panel of 40+ judges had a very difficult task due to the quality of submissions being so high. We would like to congratulate everyone who made the shortlist, because each one demonstrated a serious commitment to superior customer service.”

Read a full list of winners at the 2018 CCA Excellence Awards here.

The O2 Complaints Team and Michelle Miller were both profiled in our latest edition of Intelligence, titled ‘When Great People Do Great Things’. Read more about the achievements of our brilliant colleagues here.

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