CalMac’s Service Updates crew have been crowned team of the year for the quality of their customer care.

The ferry and harbour operator beat off competition from major brands to pick up the Contact Centre Association’s (CCA) prestigious UK Excellence Awards in the Telco, Utilities, Retail and Leisure category.

The team is responsible for delivering consistent and clear messaging to customers and stakeholders in times of disruption.

CalMac Managing Director Robbie Drummond said: “They are the voice of the company when disruption occurs. Their job of keeping our customers up to date with what’s happening is essential if they are to get to where they’re going with the minimal of fuss.

“The pressure on the team during times of disruption, for reasons more often than not outwith our control, is intense. Customers rightly need to know what’s going on and having staff who can keep calm under stress can do a lot to determine whether a customer’s experience is a good one or not.

“I’m delighted for the team, being recognised by their industry peers as being the best in the business is a great accolade and one they fully deserve.”