Eighty per cent of telephone calls aimed to be answered in 20 seconds; 80 per cent of emails aimed to be responded to in two days; and 90 per cent of online registration applications aimed to be processed in five working days - these are just some of commitments that have been made in the customer service charter launched by ACCA (the Association of Chartered Certified Accountants).
The charter also explains how ACCA Connect, the hub of the global body for professional accountants’ customer service, provides easy access to potential students and current ones, affiliates and members, in answering their queries.
Social media is widely used to keep everyone up-to-date with ACCA developments and news too.
The charter also states when exam results are published – 8 February and 8 August – and how results are sent to students through their chosen method of either email or mobile phone text message.
If customer service is not to the standard expected, details of where to complain are also detailed in the charter.
Judith Bennett, ACCA’s director of service delivery, said: 'This customer service charter lists our commitment to all those who are associated with ACCA, or looking to becoming a part of ACCA.
'As we grow as an organisation, we realise how important it is to ensure we are contactable when we are needed, and so we have many avenues of communication – email, telephone, text message, social media. To make sure we give the service our customers want, we welcome constructive feedback to help us improve and hone it to what is needed.
'ACCA aims to provide outstanding global and local customer-focused delivery which meets the needs of its stakeholders, whether as individuals or as business entities.'
For more information about ACCA’s customer service charter, see the 'Related Links' section, left of this article.
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For more information, please contact:
Alana Sinnen, ACCA Newsroom
+ 44 (0) 207 059 5807
+44 (0) 7715 812120
Notes to Editors
- ACCA (the Association of Chartered Certified Accountants) is the global body for professional accountants. We aim to offer business-relevant, first-choice qualifications to people of application, ability and ambition around the world who seek a rewarding career in accountancy, finance and management.
- We support our 162,000 members and 426,000 students in 173 countries, helping them to develop successful careers in accounting and business, with the skills required by employers. We work through a network of over 89 offices and centres and more than 8,400 Approved Employers worldwide, who provide high standards of employee learning and development. Through our public interest remit, we promote appropriate regulation of accounting and conduct relevant research to ensure accountancy continues to grow in reputation and influence.
- Founded in 1904, ACCA has consistently held unique core values: opportunity, diversity, innovation, integrity and accountability. We believe that accountants bring value to economies in all stages of development and seek to develop capacity in the profession and encourage the adoption of global standards. Our values are aligned to the needs of employers in all sectors and we ensure that through our qualifications, we prepare accountants for business. We seek to open up the profession to people of all backgrounds and remove artificial barriers, innovating our qualifications and delivery to meet the diverse needs of trainee professionals and their employers.