24.06.09
NHS Direct has achieved certification to the
Customer Contact Association (CCA) Global Standard across its 35 contact centres in England.
As such it has set a new record for the largest multi-site accreditation ever undertaken by CCA and indicated that it has achieved a nationwide consistency in service levels.
Patrick Clarke, head of the Programme Management Office and Risk for NHS Direct, said the award was the culmination of almost two years' challenging but rewarding work.
He commented: "Not only are we the largest multi-site accreditation, but we are also the only NHS organisation to be accredited."
Anne-Marie Forsyth, chief executive of CCA, said the certification is "a true reflection" of the commitment and drive demonstrated by NHS Direct in delivering consistency, efficiency and continual improvement within its operation.
"This achievement supports CCA's overall objective of improving the quality and standard of operations for the customer, the employee and the organisation."
Earlier this month, RIAS was named as a finalist in the Customer Care Award category at the 2009 British Insurance Awards for its commitment to improving service levels.
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