Macmillan support line gains a first

Macmillan Cancer Support has become the first charity to be awarded accreditation by the Customer Contact Association.

These services are staffed by cancer information specialists and offer information 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. The charity now joins other members such as the BBC, British Airways, Royal Mail, NHS Direct and the Bank of America.

“It is fantastic to be the first charity to be CCA accredited,” said Dorothy Duffy, Deputy Head of Macmillan Support Line. “We are delighted to have this as a mark of the quality service we give to people affected by cancer.”