Jigsaw Homes is proud to announce that one of its Connect Contact Centres, based in Leigh, has been successfully re-accredited to the Contact Centre Association’s (CCA) Global Standard. This is the eighth consecutive year that Connect has received the contact centre industry’s most prestigious quality standard.

The CCA standard is a set of benchmarks agreed by representatives across the industry which provide the foundation for customer service excellence. At its latest assessment, Connect was highly praised, with the CCA review board commenting that the assessment produced an impressive report which clearly demonstrates a continued focus on the customer and colleague engagement, with a firm push on continuous improvement. Fully supported by a great approach to colleague engagement and communication, the ongoing accreditation is well deserved. They also highlighted that Jigsaw’s vision and values are excellent and so clear for all to understand and strive towards.

Over the last three months, the Connect team in Leigh handled 41,836 calls, the equivalent of 654 calls a day. And of the tenants surveyed, 76% said that their call was resolved within one single phone call.

Over the course of the last year Connect has implemented a new contact centre system which has streamlined call and email handling and improved response times. More recently webchat has been introduced which allows people to resolve enquiries from their desk without picking up the phone.  A new Jigsaw Group Customer Contact Strategy 2018-21 has been launched and clearly sets out our aim “to make getting in touch with the Group straightforward for customers so that they can benefit from its services.” This strategy keeps customers central to its focus.

Tracey Adu, Assistant Director of Corporate Services, said “We are delighted to retain the Global Standard for what is now our eighth year. The CCA is raising the bar for customer service every time; retaining their Global Standard is no mean feat. In our line of work we cannot afford to stay still and therefore remain committed to continuously improving the way we deliver services and implementing new approaches. With a new Customer Contact Strategy, we are even more confident that our service delivery will improve further.”