Contact Center Employer of Choice

Contact Center Employer of Choice

May 03, 2010 12:05 ET

FedEx Express Canada Achieves Platinum Contact Center Employer of Choice® Certification For Second Consecutive Year

First Multi-Site Operation to Attain Distinction

MISSISSAUGA, ONTARIO--(Marketwire - May 3, 2010) - CCEOC Inc. announced today that all three FedEx Express Canada Customer Service Centres have achieved the prestigious Contact Center Employer of Choice® designation for 2010. This is the seventh consecutive year FedEx Express Canada, a subsidiary of FedEx Corp. (NYSE:FDX), has participated in the program and achieved certification.

The Contact Center Employer of Choice® (CCEOC) program has enabled FedEx Express Canada contact centres to enhance public perception, build exceptional work environments, and attract, retain and engage high-performing, culturally-aligned employees. By targeting the key recommendations outlined in the CCEOC Summary Reporting, FedEx Express Canada has experienced significant stress reduction, increased employee satisfaction, increased customer satisfaction and reduced turnover. As a result of their success, FedEx Express Canada Customer Service Centres have become the global benchmark for measuring FedEx contact centres worldwide.

"FedEx Express Canada is the only contact centre to achieve Platinum ranking two years in a row. This is an outstanding accomplishment", said Jeff Doran, president of CCEOC, Inc. FedEx Express Canada has an exceptional continuous improvement culture. From their "People, Service, Profit" philosophy to their Purple Promise recognition program, they continue to focus on their people and see tremendous results. "Their success with the CCEOC program is a testimonial to all the extraordinary effort and dedication in building a world-class culture where people are the most important part of the operation", says Doran. "Being recognized as a certified CCEOC re-enforces FedEx Express Canada's customer service division as a preferred employer and one of the best organizations to work for in the country."

"Each day, FedEx Express Canada employees strive to make our customers' experiences outstanding. FedEx Express Canada is committed to providing quality customer service and has earned a reputation for being an innovative market leader in all areas of our operation," said Patsy Bertoia, managing director, FedEx Express Canada Customer Service. "This accolade is a direct result of the engagement of our employees who understand the unique needs of those we serve locally as well as globally."

The Contact Center Employer of Choice® award is the industry standard for recognizing and branding people-centric contact centers. Through a proprietary assessment process, a contact center can quickly determine if it meets the qualification standards. A center can achieve a Bronze, Silver, Gold or Platinum ranking. Once the designation is achieved, the contact center is profiled on the official CCEOC corporate web-site, receives a prestigious framed certificate and is promoted through various print and electronic news channels. The CCEOC designation is valid for 12 months.

About FedEx Express Canada

Federal Express Canada Ltd. is a global logistics and transportation company offering domestic and international shipping and electronic commerce solutions. The company uses advanced package status tracking systems, automated customs clearance services and a dedicated air and ground transportation network to serve Canadian and global markets. FedEx Express Canada employs approximately 5,000 people in over 60 facilities coast-to-coast. For more information, visit


CCEOC Inc oversees the administration and delivery of the Contact Center Employer of Choice® Certification and Development program for regional, national and international contact centers. CCEOC consultants 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 Inc.'s education and development services, email or call 416 886-7007.

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