Commitment and drive of Plantronics customer service team ensure certification from industry experts in contact centre service excellence
The Contact Centre Association (CCA) has formally recognised Plantronics
BV as having achieved certification to CCA Global Standard© for best
practice in their European contact centre, housed in Hoofddorp, near
Amsterdam.
Plantronics were assessed against eight key business principles of the
CCA Global Standard©:
- Customer Focus
- Contact Centre Performance and Operational Effectiveness
- Employee Focus: recruitment, selection and retention strategies
- Learning, development and employee performance management
- Legislation, regulation and policies affecting your operation
- Third party and managed relationships
- Security and fraud prevention
- Implementing and managing contact centre technology
“Providing great service to our customers while constantly seeking for
further ways to improve is embedded in our DNA. Receiving this
prestigious certification is a confirmation reflecting the ongoing
commitment of our team.” says Paul van den Berg, EMEA Director of
Operations.
Rob Pike, Chair of CCA Standards Council said, “The Global Standard© is
awarded to companies that demonstrate the highest level of customer
service within their contact centres and Plantronics have been awarded
this based on their drive, commitment and exceptional high standards.”
Philip Vanhoutte, EMEA Managing Director at Plantronics comments, “We
are delighted to be awarded the defacto industry standard that puts our
contact centre on a par with the best contact centres globally. Being
designers and manufacturers of leading headset equipment that help
contact centres to perform to the highest standards, we are very proud
to be recognised for our leading customer services.”
Plantronics operate a fully wireless contact centre in Hoofddorp, from
which support is provided to most countries across the EMEA region.
