Contact Center Employer of Choice

Contact Center Employer of Choice

August 11, 2009 08:43 ET

AIR MILES® Reward Program Receives the Gold Contact Center Employer of Choice® Certification Award for 2009!

TORONTO, ONTARIO--(Marketwire - Aug. 11, 2009) - CCEOC Inc. announced today that the AIR MILES Reward Program Customer Care Centre operation has moved up a full level - achieving the prestigious Gold level Contact Center Employer of Choice® (CCEOC) designation. Over 600 employees from two sites located in Mississauga, ON and Toronto, ON participated in the certification assessment.

AIR MILES Customer Care Centre significantly increased their certification score over last year, climbing from the Silver to Gold level designation. Through the Contact Center Employer of Choice® certification program, AIR MILES Customer Care Centre has been able to address key areas for improvement that has had a sustained impact on culture and morale. Being recognized as a certified Contact Center Employer of Choice® continues to help AIR MILES create positive employer branding and heightened awareness as a people focused organization.

Specific areas of focus for AIR MILES Customer Care included:

- Gain industry-wide recognition as a great place to work

- Improve ability to attract, retain and engage top talent

- Identify opportunities to improve employee satisfaction

- Build pride and engagement

"AIR MILES is dedicated to being an employer of choice." said Jeff Doran, President, CCEOC Inc. "They have worked very hard to address the key focus areas as highlighted in the 2008 CCEOC assessment and have achieved tremendous success. Moving up a full level is outstanding and something employees should feel very proud of. Being recognized as a Contact Center Employer of Choice identifies AIR MILES as an industry leading organization with one of the best contact centres to work for."

The results of the assessment provided management with new insights and solutions on how to address key challenges in the customer care environment. Through the assessment's in-depth reporting and trend analysis, management gained a deeper understanding of key employee motivation and satisfaction drivers. AIR MILES was able to address the data quickly, implement targeted solutions and measured their results. This was critical in achieving the Gold designation.

"Achieving the CCEOC GOLD certification gives the AIR MILES Reward Program recognition as a top Canadian 'Employer of Choice'," said Dave Burns, Senior Vice President and COO, AIR MILES Reward Program. "Our business is founded on a culture that values and develops great people, and it is our people who create and deliver unparalleled customer experiences to our 10 million active Collectors every day. This is truly an outstanding achievement for our Customer Care Centre and an accomplishment that we're all very proud of."

The Contact Center Employer of Choice® award is the industry standard for recognizing and branding people centric contact centres. Contact centres of any size, type or geographic location can be assessed to determine their CCEOC standing. Certified contact centres include: FedEx, CAA, The Shopping Channel, Scotiabank, Neteller, Rogers Communications, CIBA Vision and Roche Diagnostics ACCU-CHEK, Davis & Henderson to name a few. Through a proprietary assessment, a contact centre can quickly determine if they meet the qualification standards. Once the designation is achieved, the contact centre is profiled on the official CCEOC corporate web-site, receives a prestigious framed certificate and is promoted through various print and electronic media.

About the AIR MILES® Reward Program

The AIR MILES Reward Program is Canada's premier coalition loyalty program. Founded in 1992, it has more than 10 million active Collector accounts, representing approximately two-thirds of all Canadian households. The AIR MILES Reward Program offers Collectors over 1,200 different leisure, entertainment, merchandise, travel and other lifestyle rewards by shopping for products and services at one of more than 100 brand-name Sponsors. To find out more information on the AIR MILES Reward Program, visit the website at

About CCEOC Inc.

CCEOC Inc. is an experienced team of contact centre experts, academics and analysts. We provide a wide variety of innovative programs to help build high-morale, high-performance contact centre operations. CCEOC Inc. administers and delivers the Contact Center Employer of Choice® Certification and Development program - the standard in building and branding people focused contact centres. Regional, national and international operations have been recognized through this program. CCEOC experts work with corporate clients at all levels to develop and advance their people focused cultures. For more information on the Contact Center Employer of Choice® Certification program or to find out more about CCEOC education and development services, please email or call 416 886-7007.

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