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22 November 2018

Capita success at the 2018 CCA Excellence Awards

Capita triumphed at this year’s CCA Excellence Awards, the only peer-judged awards programme in the customer contact industry.

Capita took home five awards on the night:

  • Team of the Year, BPO & Outsourcing – Capita Customer Management’s Capita O2 Complaints Team, for their work in delivering innovative complaints reduction initiatives – reducing complaints by 20% year-on-year
  • Rising Star award – Michelle Miller, from Capita Customer Management’s M&S partnership, for her work leading on projects that supported operational efficiencies, while also driving an improved customer experience 
  • Our BBC Audience Services partnership received a Global Standard Achievement Gold award, marking 15+ years of top industry accreditation
  • Capita Customer Solutions received a Global Standard Achievement silver award for over 10 years of accreditation
  • Professional of the Year bronze award – Barry McAuliffe, Capita Customer Solutions.

The success of Capita BBC Audience Services for achieving and retaining CCA Global Standard accreditation for more than 15 years underlines the valuable role of continual improvement that results in excellent service for customers. Presenting the organisation with a ‘Gold Award’ for this long-standing achievement reflects their passion and commitment to deliver time and again for customers.

Anne Marie Forsyth

Chief executive, CCA

We were delighted to win BPO and Outsourcing Team of the Year at the CCA Awards in Glasgow last night. It is a vindication of the great work the Capita Complaints team has done to reduce complaints coming into the Capita O2 partnership. The team has been delivering some great results through their dedication, hard work and innovation. We are very proud of them.

Terry Boynes

Partnership director, Capita O2

It's completely deserved and absolutely fantastic that the CCA has recognised Michelle's amazing contribution to the M&S Capita Partnership. We are very proud of her and look forward to celebrating more of her successes in the years to come.

Richard Holden

Portfolio director, Capita M&S

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