June 05, 2006 16:10 ET

FedEx Canada Achieves Gold and Platinum Contact Center Employer of Choice'R' certification for their Customer Service Centres in 2006

MISSISSAUGA, ONTARIO--(CCNMatthews - June 5, 2006) - The CCEOC Institute today announced that all 3 FedEx Canada's Customer Service Centres have achieved the prestigious Contact Center Employer of Choice® designation for 2006. This is the 3rd year in a row FedEx has participated in the program and achieved certification. Mississauga and Montreal customer service centres achieved the Gold level designation while Vancouver has achieved the highest level - Platinum.

The Contact Center Employer of Choice® (CCEOC) program has enabled FedEx contact centers to enhance public perception, provide exceptional work environments, and attract, retain and engage high performing, culturally aligned employees. The overall combined score for all 3 centres has increase a full 5 percentage points over last year. This is the highest combined score of any multi-site call center facility assessed through the Contact Center Employer of Choice® program. The hard work and dedication to further developing a CCEOC environment and focusing on the employees has really paid off with improvements in stress reduction, training & development, and employee satisfaction.

"FedEx Canada Customer Contact Centres continue to demonstrate their dedication to their employees, customers and community" said Jeff Doran, President of CCEOC Institute. "Their people focused values resonate throughout the organization and have a profound affect on improving satisfaction, pride, commitment, trust and respect. Recertifying and being recognized as a CCEOC re-enforces FedEx Canada's customer service division as a preferred employer and one of the best organizations to work for in the country."

Patsy Bertoia, Managing Director, FedEx Canada Customer Service, said, "This award is an honour. The FedEx employee culture is to strive to make every customer experience outstanding. I am proud of all three call centres and this recognition is a tribute to the FedEx call centre representatives that serve our customers on a day-to-day basis."

The Contact Center Employer of Choice® award is quickly becoming the industry standard for recognizing and branding people centric contact centers. Through a proprietary, two-phased assessment, a contact center can quickly determine if they meet the qualification standards. Once the designation is achieved, the contact center is listed in the official CCEOC corporate web-site and receives the prestigious award. They are also entitled to use the CCEOC insignia to promote their new designation.

FedEx Canada

Federal Express Canada Ltd. is a global logistics and transportation company offering domestic and international shipping and electronic commerce solutions. The company uses real-time package status tracking systems, automated customs clearance services and a dedicated air and ground transportation network to serve Canadian and global markets. Celebrating 16 years in Canada, FedEx is dedicated to being the nation's "employer, neighbour and shipper of choice". FedEx employs approximately 5,000 people in over 60 facilities coast-to-coast.

Contact Center Employer of Choice

The CCEOC Institute is comprised of an experienced team of contact center experts, academics and research analysts who oversee Contact Center Employer of Choice® Certification and Development program for regional, national and international contact centers. CCEOC experts also work with corporate clients to assess, develop and advance CCEOC status and provide innovative programs to help build high-morale, high-performance operations. For more information on the Contact Center Employer of Choice® certification program or to find out more about CCEOC Institute's education and development services, please email or call 416 886-7007.

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