Contact Center Employer of Choice

Contact Center Employer of Choice

May 12, 2008 08:30 ET

Fedex Canada Achieves Contact Center Employer of Choice® Certification for the 5th Year in a Row!

MISSISSAUGA, ONTARIO--(Marketwire - May 12, 2008) - CCEOC Inc. today announced that all three FedEx Canada's Customer Service Centres have achieved the prestigious Contact Center Employer of Choice® designation for 2008. This is the 5th year in a row FedEx has participated in the program and achieved certification. The Mississauga and Montreal customer service centres have maintained their Gold level designation while Vancouver has maintained Platinum.

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

"FedEx Canada Customer Service Centres are the only contact centre sites to have achieved 5 consecutive years of CCEOC certification. This is an outstanding accomplishment and a true testimonial to all the hard work by staff and management in creating a great work environment", said Jeff Doran, President of CCEOC Inc. "FedEx has continued to focus on the issues that are important to their employees. In doing so, they have had tremendous success on improving satisfaction, pride, commitment, respect and performance. Being recognized as a certified 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, "Each day, FedEx employees strive to make our customers' experiences outstanding. FedEx has operated on the philosophy of putting people first. We've grown to become an industry-leading Fortune 100 company by understanding 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, a contact center can quickly determine if they meet the qualification standards. A center can achieve 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.

A sampling of centres that have completed the certification assessment in addition to FedEx include:, Scotiabank, CAA, The Shopping Channel, Energy Savings Group, Roche Diagnostics ACCU-CHEK, NuComm International, Grand & Toy, Crawford Adjusters, Neteller, and CIBA Vision to name a few.

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.


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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