Contact Center Employer of Choice

Contact Center Employer of Choice

August 18, 2011 10:00 ET

AIR MILES® Reward Program Receives the Gold Contact Center Employer of Choice® Certification Award for 2011!

TORONTO, ONTARIO--(Marketwire - Aug. 18, 2011) - CCEOC Inc. announced today that the AIR MILES® Reward Program Customer Care Centre once again achieved the prestigious Gold level Contact Center Employer of Choice® (CCEOC) designation for 2011. Over 550 employees from two sites located in Mississauga, ON and Toronto, ON participated in the certification assessment.

This is the 4th consecutive year the AIR MILES Customer Care Centre has achieved CCEOC Certification. This is an outstanding accomplishment. Through implementing targeted programs, they experienced significant reduction in stress, improvements in career planning and coaching skills. These are all critical areas of focus for employer of choice contact centres.

Through the Contact Center Employer of Choice® certification program, the 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 leading people focused organization.

Specific areas of focus for AIR MILES Customer Care included:

  • Industry-wide recognition as a great place to work
  • Improve ability to attract, retain and engage top talent
  • Identify opportunities to reduce stress and improve associate satisfaction
  • Build pride and engagement

"The AIR MILES Reward Program has demonstrated a tremendous commitment to being an employer of choice." said Jeff Doran, President, CCEOC Inc. "They are always looking for ways to improve the workplace for the employees and create an environment that focuses on success. AIR MILES continues to be 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 their results. This was critical in achieving the Gold designation.

"We are honoured to receive the CCEOC Gold certification for the third 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 cultivate with our 10 million active Collector accounts. Our Collectors continue to receive the highest quality customer service thanks to our dedicated and enthusiastic Customer Care team."

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. More than 10 million active Collector accounts, representing approximately two-thirds of all Canadian households, actively participate in the Program. The AIR MILES® Reward Program allows Collectors to indulge in leisure, entertainment, merchandise, travel and other lifestyle rewards quickly, simply by doing their everyday shopping for products and services at AIR MILES Sponsors. AIR MILES® reward miles can be redeemed for more than 1,000 different rewards, family attractions, electronic merchandise, sports and recreation, travel and more.

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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