December 11, 2006 12:04 ET

Grand & Toy Achieves Standard Level Contact Center Employer of Choice'R' Certification for Their Customer Service Centres in 2006

TORONTO, ONTARIO--(CCNMatthews - Dec. 11, 2006) - The CCEOC Institute today announced that the Grand & Toy Contact Center operation has achieved the prestigious Contact Center Employer of Choice® designation for 2006. All three sites - Toronto, Ottawa and Edmonton - participated in the assessment and collectively achieved the first level designation.

The Contact Center Employer of Choice® certification 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 qualification standards. Once the designation is achieved, the contact center is listed in the official CCEOC corporate web-site, receives a prestigious framed certificate and are promoted through various media channels. They are also entitled to use the CCEOC insignia for promotion purposes.

The Contact Center Employer of Choice® (CCEOC) program will help Grand & Toy contact centers to enhance public perception, provide exceptional work environments, attract, retain and engage high performing, culturally aligned employees, and have positive impacts on customer satisfaction. The hard work and dedication to further developing a CCEOC environment and focusing on the key elements: leadership, career advancement and employee involvement, will have a profound effect on employee satisfaction and engagement.

"Grand & Toy Contact Centres are a dynamic, integrated group with a tremendous drive to improve and be recognized for their achievements" said Jeff Doran, President of CCEOC Institute. "Being recognized as a Contact Center Employer of Choice distinguishes Grand & Toy as a preferred employer and one of the leading organizations to work for in the country."

Paul Gyarmati, National Manager Contact Centres, said, "This designation is based on how the employees truly feel about their work environment, and how confident they feel in servicing our customers. The result of the CCEOC assessment tells us that we are on the right track and heading in the right direction. I'm very proud of our employees and the progress we've made. Our mission is to be a world class contact centre operation and next year we're going after Gold certification. We're very proud to be the first company in Canada to receive Contact Centre accreditation in the Office Products and Services industry."

Grand & Toy

Grand & Toy Contact Centres are located in Toronto, Ottawa and Edmonton. There are approximately 120 total customer services representatives handling well over a million contacts per year. Channels of communication include: phone, web, chat, email and fax. Types of calls received are: orders, order inquiries, product/price/account/invoice enquiries, order corrections and rush deliveries, as well as web based, technical, and consultative inquiries.

Founded in 1882, Grand & Toy is one of Canada's largest commercial office products company. Dedicated to providing time and money saving solutions to small businesses and leading corporations, the company offers more than 6,500 products through seven commercial distribution centers, an award-winning internet ordering system and 50 conveniently located retail stores. Grand & Toy TECHNOLOGY and Custom Business Interiors are among the services and supplies that elevate Grand & Toy to leadership status in the office supply category. Grand & Toy employs 2,200 across Canada and is a wholly owned subsidiary of Office Max.

Contact Center Employer of Choice Institute

The CCEOC Institute is comprised of an experienced team of contact center experts, academics and research analysts who oversee Contact Center Employer of Choice® Certification and Development program. CCEOC experts work with regional, national and international 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 Institute's education and development services, please email or call 416 886-7007.

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