HML. Homeloan Management Ltd

The Londonderry contact centre of leading financial outsourcer HML has been accredited to the Customer Contact Association’s (CCA) Global Standard by the British Standards Institute for the fifth consecutive year.

 

The CCA is a global professional body for contact centres and over 250 contact centres have been accredited to its Global Standard. Its accredited members include large financial institutions, public sector organisations and outsourcers, while assessments focus on individual contact centres, rather than organisations as a whole.

 

HML’s Derry operation was assessed against the Global Standard’s eight key principles:

 

·         Customer focus

·         Contact centre performance and operational effectiveness

·         Employee focus: recruitment, retention and selection policies

·         Learning, development and employee performance management

·         Legislation, regulation and policies affecting your organisation

·         Third party and managed relationships

·         Security and fraud prevention

·         Implementing and managing contact centre technology

 

Areas of HML’s operation singled out by the assessors for praise included:

 

·         Employee engagement

·         Risk framework

·         Operational management

 

Mel Smith, HML’s Derry site director commented:

 

“This is the fifth year in a row that the contact centre has met the CCA’s assessment criteria, which is testimony to the hard work and professionalism of everyone involved with HML.

 

“Standards have changed markedly since we were first assessed, so our current and prospective clients should draw confidence from the fact that HML continues to meet global best practice in our contact centre, and in turn their customers receive a high quality service.”