Cal Mac has become the first organisation in the country to be awarded a new level of ‘global standard’ accreditation for the helpfulness and professionalism of its customer operations staff.
The ferry operator’s 44-
Although accreditation is held by more than 300 private and public sector organisations across the UK, CalMac are the first to pass the new more stringent customer service audit.
The assessor highlighted a number of strengths in the team describing it as a ‘competent, well managed, highly customer focused operation.’
Every year staff deal with almost 400,000 phone calls, 37,000 emails covering ferry
bookings, enquires claims and complaints.
CalMac's business development director, Karen McGregor, said: “Our front line contact centre staff are the face of the organisation, and first impressions last.
“So, it’s vital that what we are saying to customers directly is right first time, every time.
“I'm delighted that all the hard work our staff have put in to make our contact centre one of the best in the business has been recognised.”
CalMac first in UK with new customer service award
29 May 2019
CalMac’s customer service team in their operations hub