Newport Yellow Pages 118 24 7 call centre receives top customer services accolade - 22 April 2008
The Newport call centre for the Yellow Pages 118 24 7 directory enquiries service from international directories business Yell, has been awarded one of the highest honours within the customer service industry.To achieve certification to CCA Global Standard, the call centre, based in Usk House, off George Street, Newport, was independently assessed over two days and measured against strict criteria including:
- Quality of customer service skills
- Performance and operational effectiveness of the team
- Recruitment, selection and retention strategies
- Provision of learning and development tools
- Adherence to industry legislation and regulation
The quality of service, the approachability of management, the working environment and the development opportunities available at the centre were all cited as strengths by the CCA Global Standard’s assessment body, the British Standards Institute.
As an independent body, the CCA’s ethos aims at promoting the continual improvement and development of customer contact centres.
Andrew Bradshaw, Newport call centre manager, said: “This is a fantastic achievement for the Yellow Pages 118 24 7 call centre in Newport. It recognises the high quality of service that our advisors provide when callers ask us for in-depth business information.”
Anne-Marie Forsyth, chief executive of the CCA, said: “The certification is a true reflection of the commitment and drive demonstrated by Yell in delivering consistency, efficiency and continual improvement within its Yellow Pages 118 24 7 team.”
The multi million pound call centre was officially opened last year by Welsh Government Assembly Minister, Dr Brian Gibbons.
Usk House is the sister call centre to Yellow Pages 118 24 7’s original Bristol centre which has been awarded certification to CCA Global Standard in previous years. Yell’s customer services teams in Birmingham, Manchester and Reading also hold the certification.
The Yellow Pages 118 24 7 service has won a string of accolades in recent years – including being crowned Best UK 118 service for three years running in the industry’s International Directory Enquiries/Assistance Awards.
In addition, the Newport call centre has also played its part in winning the 118 24 7 service fourth place for customer satisfaction in the latest annual UK CompariSat* consumer survey. It was the only directory enquiry service ranked in the Top Ten and was placed behind Waitrose, Asda and Amazon.
-Ends-
For further information about this press release, please contact the Yell Press Office.
* Results for CompariSat 2007 as summarised in Marketing Week on September 20, 2007. CompariSat 2007 is an independent customer satisfaction benchmarking study of 1,765 nationally representative UK respondents conducted by leading market research agency, FDS International.
About Yellow Pages 118 24 7
Yellow Pages 118 24 7 is a telephone-based information service that provides in-depth, up-to-date classified business information, business and residential listings, 24 hours a day, seven days a week. More than just a number, 118 24 7 provides essential business information such as opening hours, location details, prices and special offers or even film times and summaries.
Yellow Pages 118 24 7 is provided by Yell, a leading international directories business operating in classified advertising markets in the UK, US, Spain and Latin America through printed, online and telephone-based media. Yell’s principal brands include: in the UK, Yellow Pages, Yell.com and Yellow Pages 118 24 7; in the US, Yellow Book and Yellowbook.com; and in Spain, Paginas Amarillas and PaginasAmarillas.es. All these brands are trademarks.
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