RHL Awarded CCA Standard for Best Practice


5th December 2003

At a prestigious awards ceremony held in Edinburgh last night, RHL (Response Handling Ltd) the Glasgow based contact centre, was awarded the acclaimed CCA Standard for Best Practice. Shortly following the announcement of 190 new jobs as part of a £1.5 million investment, the industry award is the company's first since its recent re-brand to RHL 'Inspired Outsourcing' and forms part of a comprehensive new marketing strategy.

Designed by the industry for the industry, the award provides a framework within which expectations of operational efficiency and customer service can be fulfilled. Receipt of this award is an illustration of RHL's commitment to its staff, as a main requirement of being awarded the standard is to demonstrate effective training and development procedures within the business.

The award also reflects the effective and formalised processes that exist amongst all staff and areas within RHL, with regards to service performance, organisational efficiency and communications across the company.

One of the very few outsourcers to have received this accolade, RHL was awarded the CCA standard after BSI Management Systems carried out an independent audit of the business on behalf of the CCA.

RHL, known for its ability to provide high quality, best-cost outsourcing solutions, views the award as testimony to its commitment to achieving and maintaining the highest of standards for its employees. David Gilmour, RHL's Operations Director, remarked: "The awarding of the CCA Standard is a direct result of the commitment and motivation of the whole team at RHL and we are all absolutely delighted to receive it.

RHL's biggest asset is its staff and we believe that in receiving this accreditation we have demonstrated the investment and support that is given to them, both in terms of training and in their own personal career development.

Going forward we will continue our ongoing development as a business, building upon the best practice that has already been achieved across all areas."

Judy Smyth, Membership Services Director, CCA, commented: "The CCA's Standard for Best Practice acts as a beacon for excellent call and contact centres. It provides a clear indicator to operators, staff and members of the public, of the minimum levels of service and development which should be expected from the Call and Contact Centre Industry. CCA are delighted that RHL have become accredited."

Sue Brown, Client Manager, BSI Management Systems, says: " We were very impressed by the enthusiasm of the team at RHL to achieve this standard. RHL is a driven company with a 'can do' attitude and culture which has no doubt contributed to its success and rapid growth in this, a highly competitive industry."

RHL has increased its turnover in the last financial year to over £12 million. The award winning* company now employs 1000 people at its headquarters in Edmiston House, Glasgow and earlier this year appointed John McClelland as Executive Chairman. Formed in 1991, RHL is one of the country's most established contact centres and provides pan-European customer contact services for businesses including BSkyB and the Student Loans Company.



Further information about RHL:

Claire Maclachlan, Harrison Cowley, tel: 0131-556 6600 / 07977-574-119

  • Note to Editors
  • :

    RHL cements its position as one of the UK's top outsourcers and demonstrates its ongoing commitment to the call centre industry

    Award will support UK wide business push into utilities, finance and leisure markets

    The Standard is testimony to RHL's commitment to its staff and its ability to provide reliable and consistent services to its clients

    RHL praised for 'can do' attitude

RHL has won a number of industry awards for its services and is an established player in the contact centre market. The company's credentials include:

. Scottish Call Centre Awards '99 - Telephone Team of the Year Award

. Telebusiness '99 - 1st Prize for Best Use of Technology within a Call Centre

. Business Pages Annual Achievers Awards 2000 - 1st Prize for Best Use of Technology in Business"

. Call Centre Solutions UK 2000 - 1st Prize for "Highest Achiever within a Customer Contact Centre"

. Shortlisted for European Call Centre of the Year 2000 and 2001.

. Member of CCA (Call Centre Association) and DMA (Direct Marketing Association).

. SVQ accredited training centre.

. Registered with the Data Protection Registrar.

. Reference site for BT, Avaya and Davox.

. QMP accredited "Quality Standard for Mail Production."

For more information please contact:

Wilma Tulloch on +44 (0)20 8996 6330 OR
Marc Edney on +44 (0)20 8996 6330