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 Commitment to customer service in the face of the unprecedented demands of Coronavirus has earned CalMac customer service staff the highest level of accreditation

The helpfulness and professionalism of the 47-strong customer service team has won the much-coveted top-level quality assurance mark by the Contact Centre Association (CCA).

The association commended CalMac for its commitment to customer service, especially in the face of the coronavirus emergency. 

Rapid and regular changes to travel guidelines as the crisis developed pushed the customer team to its limits. Over March, April and May they processed nearly 30,000 refunds, actioned 12,000 emails and answered 11,000 social media enquiries.

The CCA assessors said staff were motivated and proud to work for the company, while being passionate about delivering high performance results and excellent standards of customer service.

They also praised CalMac's customer service culture, including commitment to continuous improvement, investment in staff training and development and a focus on keeping stakeholders informed of service changes and updates. 

CalMac’s commercial director, Diana Burke, said today (Monday 13 July): “The fact that we have achieved this recognition by a nationally recognised industry body in the middle of pandemic is quite an achievement for the team.

“They have performed magnificently across this emergency period, working tireless to ensure customers have a positive experience of CalMac even though we were in the unfortunate position of having to cancel their plans.

“This approach has certainly paid off, as demonstrated by the loyalty of our customers. We received more than 140,000 phone calls on the first day we reopened bookings, from passengers keen to come aboard again.”


The picture shows contact centre staff at Gourock with their ‘Stay home’ call during the height of the pandemic.