Ventura Gains Customer Service Excellence Certification
This follows Ventura’s recent recognition for its commitment to excellent customer service with a prestigious win at the CCA Global Excellence Awards.
Ventura’s CSE certification covers three of its operations:
- Pension, Disability & Carers Service (PDCS), provided for the Department of Work and Pensions
- Child Maintenance Options, for the Child Maintenance and Enforcement Commission
- Legal Services Commission
“CSE is a great way of gaining recognition for our customer service achievements, evaluating our services objectively and helping us to continually improve,” says Ventura General Manager Debbie Glenister.
Ventura chose accredited external body SGS to assess it for CSE. Debbie Glenister of Ventura says: “We’ve worked with SGS for some years now, initially when achieving and maintaining our CCA Global Standard, and we’ve always appreciated SGS’ openness, conduct and professionalism.”
In the CSE assessment, SGS reviewed Ventura’s self-assessment pack and later conducted an onsite visit to meet clients and frontline staff, and to assess evidence of its customer-focused approach.
“We found the process very workable,” says Debbie Glenister. “SGS’ auditors were thorough and receptive to understanding our business.”
“During the CSE assessment we found many areas of good practice,” says Bob Mandy, Senior Project Manager at SGS. “These include Ventura’s: recruitment, training, retention and development programmes; staff communications and engagement; and their use of high quality, easily accessible databases that enhance call-handler performance.
“I was particularly impressed by Ventura’s use of business process mapping to improve both efficiency and customer service, and their close, strong relationship with their clients – feedback from clients and end users is universally complimentary.
“I also discovered how Ventura has taken over existing contracts, quickly understood the service requirements and improved on the previous provision.”
Ventura’s Customer Service Excellence certification is valid for the three years to December 2013, subject to annual surveillance visits undertaken by an accredited independent assessor such as SGS.
SGS United Kingdom Limited
217-221 London Road
t: 0800 900 094
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The SGS Group is the global leader and innovator in inspection, verification, testing and certification services. Founded in 1878, SGS is recognised as the global benchmark in quality and integrity. With more than 64,000 employees, SGS operates a network of over 1,250 offices and laboratories around the world.