SOURCE: Contact Centers of America

Contact Centers of America

April 13, 2010 09:30 ET

Rockwell Automation Selects Contact Centers of America to Provide Onshore Technical Support Services

CCA's Solutions Combine Exceptional Customer Service With Unique, Socially Progressive Staffing Models

ORLANDO, FL--(Marketwire - April 13, 2010) -  Contact Centers of America (CCA) (www.contactcentersofamerica.com), the industry leader in socially and economically innovative customer contact solutions, today announced that Rockwell Automation (www.rockwellautomation.com) has selected the company to provide technical support services, continuing the Rockwell Automation commitment to customer satisfaction and educational institute partnerships.

Rockwell Automation selected CCA to provide dedicated technical support professionals to customers who need to implement the activation of software releases and upgrade older versions of software still in use. In order to achieve the objectives set forth by Rockwell Automation, CCA is leveraging its 31,000 square foot contact center in Orlando, Florida developed through its College Partnership Program with Valencia Community College (http://valencia.cc.fl.us/). CCA is providing a dedicated customer care team of technical support to help seamlessly implement a program of ongoing customer touch points, including phone, chat and email. 

"CCA offered something considerably different from other solution providers," said Gary Pearsons, global director of remote support services at Rockwell Automation. "They provide exceptional service levels, backed by technical innovation in their call center operations. Moreover, their unique workforce models, including the student program we are leveraging, are a refreshing change to what we have seen from their competition. We were impressed by the level of technical acumen and customer care tactics of the team which have led to superior service metrics thus far."

"We are thrilled to have Rockwell Automation on board as a partner and we look forward to continuing to develop the relationship and provide outstanding service," said Joe Jacoboni, CCA's chief executive officer and a support services industry pioneer. "At CCA, we are focused on revolutionizing the call center industry by creating compelling, cost effective solutions that also drive social change."

About Rockwell Automation

Rockwell Automation, Inc. (NYSE: ROK), the world's largest company dedicated to industrial automation and information, makes its customers more productive and the world more sustainable. Headquartered in Milwaukee, Wis., Rockwell Automation employs about 19,000 people serving customers in more than 80 countries.

About Contact Centers of America

Contact Centers of America, LLC (CCA) is a new concept in contact center services designed by an industry pioneer, Joe Jacoboni, and staffed by industry veterans who understand the psychology of customer satisfaction and how this psychology changes in shifting economic times.

CCA delivers customer satisfaction to companies and their customers through a consultative solutions-oriented approach, state-of-the-art hosted on-demand technologies and a strategic workforce management model, which uses abundant "natural human resources" available in the United States -- students, special needs individuals, retirees, stay-at-home parents and veterans, to bring jobs back to America.

About CCA's College Partnership Program

Contact Centers of America and Valencia Community College have a partnership to expand and enhance the existing customer service and technical support certification program of the Associates Degree in Science at VCC. CCA utilizes students as a part of their contact center workforce to provide real world experience to students who are interested in a particular industry in the student's selected field of study, be it hospitality, medical, technology, marketing, etc. The contact center assignment is aligned with a student's major so students are able to work within their selected field prior to graduation, which is a phenomenal advantage in the current job market.

Contact Information

  • Media Contact:
    Linda Ford
    BB Marketing Group
    224-433-6900
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