Menzies Distribution’s customer service centre in Linwood, Scotland, which handles B2B and B2C enquiries through various channels, has passed the Customer Contact Association (CCA) certification process with 100% pass rate with no non-conformities or recommendations from the assessor.
The team have been accredited since 2011 which is a testimony to the ongoing efforts Menzies employees makes in customer service. The 110 strong Menzies team handles approximately 1.5m calls, 7 days a week.
Menzies has multi-skilled advisors and uses the highest standard technology which includes a voice recognition system that can adapt to client requirements, SAP and Teleopti for scheduling and resourcing.
Having committed to maintaining its customer service centre in the UK, at a time when other firms are moving offshore, Menzies is pleased that the results speak for themselves. Linwood was established in 2002 and is an important part of the community. It has a very low turnover rate for staff and has seen generations of families working for Menzies in the local area. Similarly, with a strong Scottish heritage, Menzies is proud to invest further in the area and continue to be a significant local employer.
The two-day assessment thoroughly examined the centre’s best practice and operating framework. In addition to the site inspection and examination, employee interviews and an anonymous survey sought to understand the centre’s culture and environment.
Menzies is thrilled with the survey results which stated that of the employees asked:
- 95% feel they have the correct skills to do the job well
- 90% feel there’s good communication from the business
- 90% agree we are respectful of each other
- 89% feel we are committed to training and development
- 86% feel valued and recognised for doing a good job
- 84% feel they have clearly defined goals
- 80% receive regular coaching
- 80% agree that the centre lives the values of the organisation
Menzies is committed to providing the best quality customer services, enhancing trust in its brand, reputation and credibility, as shown by the long-standing and improved accreditation.