Yell HR helpline is first internal team in UK to receive top customer services accolade - 19 October 2007
Yell's specialist HR helpline team is the first internal employee contact team in the UK to be awarded one of the highest honours within the customer service industry.The internal 'AskHR' helpline serving all UK-based people working for the international directories business has been certified with the Customer Contact Association (CCA) Global Standard.
The 'AskHR' service is a centralised helpline and email service, offering advice and information relating to all of Yell’s HR policies and procedures. The 'AskHR' team serves around 4,000 Yell people across the UK as part of the wider HR Services team, based in Slough, Berkshire. It has been operating for more than three years.
The service was set up to enhance the way employee HR enquiries were handled and was designed to complement the company's UK intranet site.
To achieve the CCA Global Standard, the 'AskHR' team was independently assessed over two days and measured against strict criteria including:
- Quality of customer service skills
- Performance and operational effectiveness of the helpline team
- Recruitment, selection and retention strategies of Yell people
- Provision of learning and development tools
- Adherence to industry legislation and regulation
As an independent body, the CCA's ethos is to guide the customer contact industry to promote the continual improvement and development of customer contact centres and the people employed within them.
Phil Barr, head of HR at Yell, said: "Becoming the first internal contact team to be awarded CCA certification is a fantastic achievement and supports our ongoing objective to provide excellent services for all Yell people."
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 AskHR helpline team."
The award will be presented to Yell at a ceremony at Edinburgh Castle next month.
Four of Yell's customer services teams and the Yellow Pages 118 24 7 directory enquiries service have also been awarded the accreditation in previous years.
For further information about this press release, please contact the Yell Press Office.
About Yell
Yell is 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 118 24 7; in the US, Yellow Book and Yellowbook.com; and in Spain, Paginas Amarillas and PaginasAmarillas.es. All these brands are trademarks.
