Article date: 29 March 2010
The Kia team based at RAC’s control centre in Bescot have been awarded the prestigious title of RAC’s Customer Services Team of the Year.
The win provides the team with a hat trick of recent commendations, having already earned the number one spot on the BPA’s annual league tables (an independent benchmarking organisation) for both marketing and customer service initiatives, and awarded CCA (Customer Contact Centre) Accreditation, a global standard adopted in over 900 organisations including Coca Cola, BT and Tesco.
The team has also achieved a clean sweep of KPIs for 2009 including response times, 90% of which are responded to within three working days, and cases resolved, with over 80% being resolved within 24 hours.
“We’re extremely proud of the team and their achievements, which have not only been recognised by RAC as a business but by high profile, independent organisations and most importantly of all, by Kia customers. Gaining such accreditations only reinforces the professional and consistent manner of the team and its dedication to Kia and its customers,” said Adrian McCarthy, head of technical services, RAC.
RAC’s Ambassador Awards were held at the Motor Heritage Museum, Gaydon on 27 March.
RAC Press office contact:
Vicki Burn on 01603 684224/ 07800 692909, Lucy Haughey on 01603 688891/07800 690149 or Jo Rosenberg at Staniforth on 0161 919 8014.
Notes to editors:
With around seven million members, RAC is one of the UK's most progressive motoring organisations, providing services for both private and business motorists. Whether it's roadside assistance, insurance, vehicle inspections and checks, legal services or up-to-the-minute traffic and travel information - RAC is able to meet motorists' needs.
RAC is committed to providing the very highest levels of service to its members and has been ranked first for customer satisfaction by J D Power and Associates' UK Roadside Assistance Study for the last four years and the top-named service organisation in the July 2009 and January 2010 UK Customer Satisfaction Index from the Institute of Customer Service.
RAC Insurance has also been awarded the Best Overall Vehicle Insurance Provider 2009/10 by themoneypages.com.
Aviva bought RAC in May 2005. The acquisition brings together RAC's powerful brand and customer base with the expertise and leading position in motor insurance of Aviva UK Insurance. Aviva is the UK's largest insurer with a market share of around 15%.
RAC is part of Aviva, the world's fifth largest insurance group which operates in 28 countries.
RAC's news releases and a selection of images are available from the internet press centre at www.racnews.co.uk.