RAC call staff recognised for 'excellent' service to customers

Article date: 31 July 2006

Staff from RAC’s call centre at Cheadle in Cheshire havewon the highest possible accolade from the industry for excellentservice to motor manufacturer and fleet customers.

They have been awarded "Best Practice Standard" from the CallCentre Association (CCA), which recognises notable achievement andexcellent standards in meeting callers’ needs. The award– to a total of 33 staff in three teams – is for workon behalf of Motability, Kia and Hyundai.

The teams passed the CCA’s four day assessment with flyingcolours. They had to satisfy auditors that their processesproduced excellent customer service from well-trained and informedcall centre staff, backed by strong planning.

Contact centre manager Janet Page said: “ We are absolutelydelighted and very proud to have won this accreditation. Everyonehere has worked very hard for the past year to ensure thateverything is in place to merit the Standard. What is particularlypleasing is that the auditors said they were satisfied with everyaspect of our service – there was no area that they pulledus up on.

“I think the award reflects personal satisfaction from teammembers too. The auditors carried out confidential interviews withthe team and there was no negative feedback at all. The auditorshighlighted that the strength of the call centre was themanagement focus to deliver a positive and supportive learningenvironment. This was evidenced by appreciative remarks from theteam. I think it shows that happy, well trained colleagues provideexcellent customer service.”

The team at Cheadle handles repair management calls on behalf ofMotability, customer service calls for Kia and marketing calls forboth Kia and Hyundai.


RAC Press office contact:
Jon Day on 07800690555
Ruth Devlin at Staniforth 0161 919 8025/07900 215427

Notes to editors:

About RAC
With around seven million members, RAC isone of the UK's most progressive motoring organizations, providingservices for both private and business motorists. Whether it'sroadside assistance, windscreen repair and replacement, learningto drive, vehicle inspections and checks, legal and financialservices or up-to-the-minute traffic and travel information - RACis able to meet motorists’ needs. RAC incorporates BSM, RACAuto Windscreens, RAC Direct Insurance and HPI.

Aviva bought RAC last year. The acquisition brings together RAC'spowerful brand and customer base with the expertise and leadingposition in motor insurance of Norwich Union Insurance (part ofAviva). Norwich Union is the UK's largest insurer, insuring one inseven motor vehicles and with a market share of around 14%.

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