Multiple accolades at the NOA and CCA awards

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Capita Customer Management 1st December 2015 3 minute read

Multiple accolades at the NOA and CCA awards

What an extraordinary two weeks it has been, being recognised by two of the highest-regarded industry bodies.  

Ben Tolhurst, partnership director, Capita Customer Management

Two of our businesses have had a very successful couple of weeks during this year's awards season...

Capita O2 Partnership

The team are enjoying some well-deserved industry recognition, having recently picked up two awards at the National Outsourcing Association annual awards:

  • Telecommunications, utilities and high-tech outsourcing project of the year, and
  • Business process outsourcing contract of the year.

And a further award at the prestigious CCA Excellence Awards:

  • Best outsourcing partnership.

It is the second year in a row that the partnership has won this category at the CCA awards which is testament to the strength and maturity of this partnership and the shared aims and values that they’ve developed.

CCA Global is an internationally respected professional body and is the leading authority on customer contact strategies and operations. Our team beat six other entrants to take the prize.

Ben Tolhurst, O2 partnership director, Capita Customer Management, said: “What an extraordinary two weeks it has been, being recognised by two of the highest-regarded industry bodies.

"Winning the same award for two consecutive years is a ringing endorsement of the hard work everyone in the partnership – from the advisors to the senior management team – puts into giving our customers the best service possible.”

Mark Gait, head of customer service, Telefonica (O2’s parent company), said: “External recognition by both the NOA and the CCA endorses the fact that our success in working together is underpinned by two organisations embracing the values of a genuine partnership, we are delighted to receive the recognition.”  

Capita & BBC Audience Services

Our colleagues at BBC Audience Services also enjoyed success at these ceremonies. At the NOA event they were awarded:

  • Best contribution to the reputation of outsourcing

This award category was recently established to recognise those companies who are working to best effect for the advancement of the outsourcing industry.

Sam Smith, Head of BBC Audience Services, said: “Lots of people think about the running of the contract, but we’ve focused on the reputation of the contract too. Having confidence in a contract, and understanding its mechanics minimises misunderstandings between outsourcer and supplier, and ensures a smooth relationship. Little things like bringing senior managers over to the contact centre to see how it runs have made big differences to the way the two organisations see each other, and always deliver benefits. I think that’s why we won.”

The following week at the CCA ceremony, they were awarded:

  • CCA Global Standard© Version 6 – Medium Centre of the Year

The CCA Global Standard Version 6 Awards support the launch of CCA Global Standard© Assessment, which took place in September 2014. Since that launch, CCA has been gathering information collected by the audit team, and using this to test customer contact operation against a number of industry requirements. Version 6 applies to all areas of customer management within the contact centre environment, and reflects not only technological advancements within the industry, but also takes into account the recent rise in customer expectations. To recognise organisations that are leading the way in performance and the Version 6 audit, CCA announced four new awards for contact centres in the UK, to improve customer service standards across the world.

Capita BBC Audience Services’ Director, Finola O’Kane, said: “We are especially pleased to receive this award as we hold the CCA Global Standard in high regard. It touches every aspect of our operation and the assessment is rigorous. To have been recognised in this way is a real testament to the quality of our services we deliver every day.”

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