Written by: Carly Freeman, Head of Customer Service

As part of our ongoing commitment to providing the best customer service, I’m excited to share that Insite Energy has recently become a member of the Contact Centre Management Association (CCMA). I first came across the CCMA online while doing some research on training for our Customer Service Team, and I was really impressed with what the CCMA could offer. I quickly realised that a membership would allow us to benchmark our contact centre against some of the most efficient, customer-focused teams in the industry. Having now joined the CCMA, our membership offers us invaluable resources, support, and networking opportunities to elevate our customer service to new heights.

Insights from the 2024 UK National Contact Centre Conference

In October, I attended the CCMA’s annual UK National Contact Centre Conference in London, gaining valuable insights to enhance our customer service. Key takeaways from the event included the importance of embedding a customer-centric culture across all levels of our organisation, leveraging data to improve service efficiency and personalisation, and prioritising employee wellbeing through robust support systems and training. These insights will help us refine our processes, empower our team, and continue delivering great customer service.

Fig. 1: Our contact centre in Peterborough is where all our Customer Service Agents dedicate time to answering your questions over the phone, on email and via LiveChat.

Our goals with CCMA membership

With CCMA membership, we’re setting clear objectives to enhance our service quality:

Benchmarking and improvement

Our aim is to measure our performance against other members, helping us identify areas for improvement and continuously elevate the customer experience. Achieving CCMA accreditation through their Contact Centre Standards Framework is a goal we’re working toward in 2025, ensuring our processes and policies remain aligned with market-leading standards.

Strengthening customer relationships

Building proactive and meaningful relationships with our residents is a key objective. With access to the CCMA’s extensive network, we hope to refine our approach to engagement and support, resulting in a more personalised customer experience.

Investing in team training and development

Access to the CCMA’s training resources lets us further invest in our team’s skills and professional growth, directly enhancing our ability to serve residents effectively.

Implementing innovative solutions

Leveraging CCMA insights will enable us to adopt the latest tools and practices, creating service solutions that are not only efficient but intuitive and customer-friendly.

Looking ahead

Our CCMA membership is more than just a commitment to improvement; it’s a promise to deliver enhanced, proactive, and personalised support to all Insite Energy customers while offering the best working environment, support and care for our employees. We believe this partnership will play an important role in helping our contact centre meet customer expectations, creating a seamless experience from start to finish. We’re excited to bring the CCMA’s insights to life and look forward to the positive impact this will have on the communities we serve.

Joining the CCMA is just one of many steps we’re taking to continuously improve our services and maintain a customer-first approach. 

Stay tuned for more updates as we implement new strategies and continue to be customer obsessed!