Civil legal advice (CLA) recognised for its excellent customer service

Civil Legal Advice (CLA), the free and confidential advice line provided by the Legal Aid Agency (LAA) in partnership with Agilisys, has been accredited with the Customer Service Excellence (CSE) hallmark for another year.

CLA offers advice for citizens including debt, housing for the homeless or evicted, domestic abuse, family issues, special education needs and discrimination.

For over a year, Agilisys has worked with the Ministry of Justice to deliver the CLA Operator Service on behalf of the LAA. Agilisys delivers the service digitally and over the phone, providing simple and effective solutions to complex, sensitive, customer service challenges.

Agilisys supported CLA during the visit from the CSE assessor who spent time inside the contact centre, monitoring call handlers and also listened to calls externally to ensure that the customer’s experience reflected what had been witnessed inside the contact centre.

The CSE assessor underwent a comprehensive assessment and graded the Agilisys team on a strict set of criteria including leadership, professionalism, dealing with problems effectively and standards for timeliness and quality.

Maintaining this award for excellence has proven CLA and Agilisys’ sustained and improved approach to customer service over the past year. Customer Satisfaction Scores have been impressively high in the last 12 months, with October reaching a monthly performance score of 98%.

Pippa Sharp, Agilisys Customer Services Delivery Director, said: “I am incredibly proud of the CLA team for the work they’ve undertaken and in helping the LAA gain the CSE accreditation. We have consistently worked hard to keep our customer satisfaction scores high and this is not only a great achievement but is more importantly official recognition of the fantastic work they do.”

Alex Saleh, CLA Contract Manager commented: “I would like to thank the Agilisys team for the hard work in ensuring sustained and improved Customer Service for the CLA Operator Service.  This is a really impressive achievement especially for a project, which during its first year has been in a virtually continuous state of change and improvement.  So thank you and congratulations, on behalf of everyone at CLA.”