The FSA has achieved accreditation for its firms contact centre.
The Contact Centre Association (CCA) has accredited the contact centre, which was restructured earlier this year in response to stakeholders' requirements.
The firms contact centre deals with queries from 25,000 SMEs that do not have direct access to an FSA supervisor. The regulator has implemented key performance indicators such as answering 80% of calls within 20 seconds and resolving 90% of written communication within 12 working days.
Graeme Ashley-Fenn, FSA director of contact revenue and information management, said: "The award represents an important milestone in enabling the firms contact centre to fulfil its developing role. It provides assurance that we have in place effective management and development processes to support the significant changes we have under way for the Centre."
Anne Marie Forsyth, chief executive of CCA, commented: "We are delighted the FSA has achieved accreditation. It is a mark of the organisation's dedication to professionalism and commitment to providing excellence in customer service."
