YELL RECEIVES TOP ACCOLADE FOR CUSTOMER SERVICES

Yell, the international directories business, has been awarded one of the highest honours within the customer service industry – accreditation to the Customer Contact Association (CCA) Global Standard.

Yell’s customer service teams based in Birmingham, Bristol, Manchester and Reading took part in a rigorous 10 day assessment. This is the first time the customer service network has been awarded the accreditation, which involved measurement against strict criteria including:

• Customer satisfaction and the overall customer experience
• The performance and operational effectiveness of the contact centre
• Recruitment, learning and development strategies for Yell employees
• Adherence to industry legislation and regulation

Yell customer service executives assist customers with their advertising enquiries across the portfolio of Yell products and services, including Yellow Pages, Yell.com and Yellow Pages 118 24 7.

The Yellow Pages 118 24 7 call centre, was awarded the CCA accreditation last year and successfully passed the criteria again this year.

As an independent body, the CCA has a responsibility to the customer contact industry to promote the continual improvement and development of customer contact centres and the people employed within them.

Colin Norris, Yell’s customer excellence director, said: “This is a fantastic achievement for our customer services teams. Our advertisers expect a very high level of customer care and this recognises Yell’s quality of service in this area.”

Anne-Marie Forsyth, chief executive of the CCA, said: “We are delighted that Yell has achieved the CCA Global Standard for its customer operations. This underlines Yell’s commitment in delivering excellence to its customers, its people and operations.”

The award was presented to Yell at a ceremony at the International Conference Centre in Edinburgh.

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For more information please contact:
Yell
Demelza Fryer-Saxby, Yell Press Office
Tel. 0118 950 6977 Mob. 07834 893174
demelza.fryer-saxby@yellgroup.com

About Yell
Yell is a leading international directories business operating in classified advertising markets in the UK, US, continental Europe and Latin America through printed, online and telephone-based media. Yell’s principal brands include: in the UK, Yellow Pages, Yell.com and Yellow Pages 118 24 7; in the US, Yellow Book and Yellowbook.com; and in Spain, Paginas Amarillas and PaginasAmarillas.es. All these brands are trademarks.
www.yellgroup.com