National Highways, the government company responsible for England's motorways and major A-roads, has earned CCA Global Accreditation for Customer Experience© for an impressive 15 consecutive years!

A glimpse into National Highways

National Highways manages and enhances the Strategic Road Network, focusing on safety, customer satisfaction, and efficient delivery. With 5,000 dedicated colleagues, including uniformed traffic officers and the essential support from Sopra Steria, National Highways plays a pivotal role in ensuring journeys are safer, smoother, and more reliable.

The Customer Contact Centre (CCC)

At the forefront of customer interactions is the Customer Contact Centre, operating 24/7. Handling a diverse range of calls and emails, the CCC serves as the primary point of contact, aiming to resolve inquiries at the source. The Centre employs a dynamic approach through telephone, email, and post.

CCA Global Accreditation© journey

National Highways embarked on their CCA Global Accreditation© journey in 2009, showcasing an ongoing commitment to customer service excellence. This yearly dedication to the accreditation process is a testament to their relentless pursuit of improving the customer experience.

A year of achievements and positive change

In the past year, National Highways Contact Centre witnessed significant positive changes. The introduction of a Coaching role proved effective, leading to improvements in quality, attrition rates, and overall morale. The Centre's robust support and management of mental health and well-being services for colleagues garnered recognition and appreciation from advisors.

Investments in a centralised knowledge base received widespread acclaim within the Centre and across the entire organisation. The independent external feedback on these initiatives validates the positive impact and affirms National Highways' commitment to continual improvement.

The road ahead

As roads remain a vital part of people's lives with over four million journeys daily, National Highways' dedication to enhancing the customer experience sets a commendable standard for the industry. The CCA Global Accreditation© is a well-deserved recognition, and we celebrate the team's efforts in achieving this milestone.

Congratulations to National Highways on this remarkable achievement, and here's to continued success in driving exceptional service to road users across England!

About CCA Global Accreditation for Customer Experience©

With over 20 years of creating and setting industry standards, CCA Global Accreditation© is the proven route for those organisations committed to achieving service excellence.

Achieving CCA Global Accreditation© is a testament to an organisation's dedication to delivering outstanding customer experiences, continuous improvement, and a customer-centric approach in all aspects of its operations. This accreditation sets a high bar for service quality and is a mark of distinction in the world of customer service. To find out more, contact the team. 


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