August 27, 2012 13:30 ET

AIR MILES® Reward Program Customer Care Centre Receives the Gold Contact Center Employer of Choice® Certification for 2012!

TORONTO, ONTARIO--(Marketwire - Aug. 27, 2012) - CCEOC Inc. announced that the AIR MILES Reward Program Customer Care Centre once again achieved the prestigious Gold level Contact Center Employer of Choice® (CCEOC) designation for 2012. Over 550 employees from two sites located in Mississauga, ON and Toronto, ON participated in the certification assessment.

This is the 5th consecutive year the AIR MILES Customer Care Centre has attained CCEOC Certification. This also qualifies them for the exclusive CCEOC 5 Year Achievement Award.

Through the Contact Center Employer of Choice® Certification Program, the AIR MILES Customer Care Centre has been able to address key areas of improvement that have had a sustained impact on culture, morale and performance. Being recognized as a certified Contact Center Employer of Choice® continues to help AIR MILES create positive employer branding and heightened awareness as a leading, people-focused organization.

Specific areas of focus for AIR MILES Customer Care included:

  • Industry-wide recognition as a great place to work
  • Improvement in the ability to attract, retain and engage top talent
  • Identification of opportunities to reduce stress and improve associate engagement
  • Development of pride and passion

"The AIR MILES Reward Program has been one of the most consistently high scoring contact centres in the program." said Jeff Doran, President, CCEOC Inc. "The management teams genuinely care about the employees and, as a result, employees are more satisfied, dedicated and engaged. This helps create a culture of continuous improvement, positioning AIR MILES as one of the best contact centres to work for in the country."

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 measure its results. This was critical in achieving the Gold designation.

"We are honoured to receive the CCEOC Gold certification for the fourth year in a row", said Sharmane Good, Senior Vice President, Customer Care AIR MILES Reward Program. "Our front-line associates and all those who support them are vital to the exceptional level of service that we continue to deliver to our 10 million active Collector accounts."

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, ING Direct, Scotiabank, Davis + Henderson, Albridge Solutions, CIBA Vision and Roche Diagnostics ACCU-CHEK, to name a few. Through a proprietary on-site and survey 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

Founded in 1992, the AIR MILES Reward Program is Canada's premier coalition loyalty program with more than 10 million active Collector accounts, representing approximately two-thirds of all Canadian households. AIR MILES Collectors can earn reward miles simply by doing their everyday shopping at more than 220 leading brand-name Sponsors, representing thousands of retail and service locations across Canada and leading global brands online. Collectors can indulge in more than 1200 leisure, entertainment, merchandise, travel and a range of accredited, environmentally-friendly lifestyle rewards. With AIR MILES Cash, Collectors can also have the flexibility to instantly redeem their AIR MILES reward miles in-store towards many everyday and high value purchases like gas, grocery, drug store items and home improvement purchases at participating Sponsors.

About CCEOC Inc.

CCEOC Inc. specializes in building world-class, people focused cultures. Since 2004, CCEOC has been delivering the Contact Center Employer of Choice® Certification and Development program for regional, national and international contact centers.

CCEOC consultants work with corporate clients to assess, develop and advance employer of choice recognition 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 education and development services, email or call 416 886-7007.

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