4 February 2014
Macmillan Cancer Support has been awarded accreditation by the Customer Contact Association (CCA) for its Support Line and Mobile Information and Support Service - becoming the first charity in the UK to achieve this.
These services are staffed by cancer information specialists and offer information and on all aspects of cancer - practical, emotional, financial and medical. In 2012 alone, the Macmillan Support Line received a call every 25 seconds at its busiest times, answering nearly 150,000 in total. Over 58,620 people were also helped through Macmillan’s Mobile Information Units.
The CCA Global Standard © is a set of principles, created to improve customer service. To receive this endorsement, Macmillan had to demonstrate that they met several quality standards including customer focus and information security. Macmillan now joins other prestigious CCA members such as the BBC, British Airways, Royal Mail, NHS Direct and the Bank of America.
Dorothy Duffy, Deputy Head of Macmillan Support Line, said:
'It is fantastic to be the first charity to be CCA accredited. We are delighted to have this as a mark of the quality service we give to people affected by cancer.
'This is a direct result of everyone’s hard work, focus and drive to ensure we provide the best possible service. A cancer diagnosis is overwhelming and many people don’t know where to turn. Our Support Line and Mobile Information Service are just some of the ways Macmillan helps to ensure no one faces cancer alone.'
People affected by cancer needing information or support can call 0808 808 00 00 or visit www.macmillan.org.uk.
For further information, please contact:
Jack Wilson, Communications Coordinator, Macmillan Cancer Support
0207 840 4713 (out of hours 07801 307068)
Notes to Editors:
About Macmillan Cancer Support
When you have cancer, you don’t just worry about what will happen to your body, you worry about what will happen to your life. At Macmillan, we know how a cancer diagnosis can affect everything and we’re here to support you through.
From help with money worries and advice about work, to someone who’ll listen if you just want to talk, we’ll be there. We are millions of supporters, professionals, volunteers, campaigners and people affected by cancer. Together we make sure there’s always someone here for you, to give you the support, energy and inspiration you need to help you feel like yourself again. We are all Macmillan.
No one should face cancer alone. Call us free on 0808 808 00 00 (Monday to Friday, 9am–8pm) or visit macmillan.org.uk
Customer Contact Association
CCA is the leading authority on customer contact strategies and operations.
With more than 15 years experience, we are firmly recognised as the trusted reference for research, analysis and expertise. Our work with operators, BPO & shared service providers and vendors, ensures we retain our position as the definitive source within our market-place.
Most people within our network are actively considering the best model to deliver a better customer experience and to drive more profitability from customer interactions. Our agenda for 2012 will support this challenge providing our customers with the information and data they need to make informed decisions around the future of their business.