Award Winning
We also take pride in our award-winning services, which reflect our commitment to maintaining professional standards across all aspects of our operations. We’re not only recognised as an award-winning organisation, but our people are, too. Many of our team members have also earned individual accolades from respected industry award schemes for their outstanding contributions to our business and the customer service industry.
UKCCF Awards 2023:
- Support Team of the Year
- Best Contact Centre Workplace of the Year
UKCCF Awards 2024:
- Team Leader of the Year
- Support Person of the Year
- Vulnerable Customer Champion
- Support Team of the Year
UKCCF Gold Awards 2024:
- Medium Contact Centre of the Year
UKCCF Awards 2025:
- Agent of the Year
- Going the Extra Mile
UKCCF Gold Awards 2025:
- Diversity & Inclusivity Champion of the Year
UKCCF Silver Awards 2025:
- Customer Service Team of the Year
UKNCCA Awards 2025
- Quality Manager of the Year
- Contact Centre Leader of the Year
Gold Winner for Revenue Protection & Fraud Prevention
Silver Winner for Best Approach to Diversity, Equity, Inclusion and Belonging (DEIB)
Strategic Partnership
Our success is strengthened by our strategic partnerships with trusted technology providers and industry specialists to deliver effective, scalable solutions for our clients.
These partnerships allow us to stay ahead of industry developments and continuously improve the services we provide to our clients, addressing the unique challenges faced by public transport operators.
Our Accreditations
We are proud to hold a range of industry-recognised accreditations, ensuring our services align with the highest standards in customer service, quality assurance, and data protection. These credentials are a testament to our commitment to excellence, showcasing the accountability and integrity that drives the success of our operation.
ISO 27001: Information Security Management
Cert No. 25461
ISO 9001: Quality Management
Cert No. 25461
ISO 14001: Environmental Management
Cert No. 213034/7
PCI DSS Compliant
Achilles Accredited Silver Supplier
Cyber Essentials Certified
Committed as a Disability Confident Employer
ISO 27001: Information Security Management
Cert No. 25461
ISO 9001: Quality Management
Cert No. 25461
ISO 14001: Environmental Management
Cert No. 213034/7
PCI DSS Compliant
Achilles Accredited Silver Supplier
Cyber Essentials Certified
Committed as a Disability Confident Employer
Trusted Choice by Businesses Across Your Industry
Accreditations and certifications are important, but the true measure of our success is the feedback we receive from our clients.
With industry leading customer satisfaction scores at Hull Trains, FCC recognise the need to deliver an outstanding level of customer service. They provide our customer response in the style and tone we need to ensure we maintain extremely high levels of customer confidence and satisfaction.
The most significant outcome of this partnership has been the marked and consistent improvement in the quality of service delivered to our customers. Visible, measurable, and sustainable improvements reflect the strength of the relationship and a shared commitment to putting customers first.
As one of the UK’s youngest rail operators, FCC’s knowledge and experience has allowed Lumo to establish itself and consistently outperform many other rail operators when it comes to customer satisfaction, whilst also mirroring the company’s focus on sustainability and a better digital experience for our customers.