November 30, 2009 10:00 ET

Hilti North America Receives Contact Center Employer of Choice® Certification Award for Second Year in a Row

TULSA, OKLAHOMA--(Marketwire - Nov. 30, 2009) - CCEOC Inc. announced today that Hilti North America's Customer Service operation has achieved the prestigious Contact Center Employer of Choice® (CCEOC) designation for 2009. Hilti's Silver level designation represents a combined certification of more than 250 employees from the Tulsa, Okla., and Mississauga, Ontario, Customer Service teams.

This is the second year in a row Hilti North America has received this unique designation. Through the Contact Center Employer of Choice® certification assessment, Hilti Customer Service will be able to address key areas for improvement that will have sustained impact on its culture. Being recognized as a certified Contact Center Employer of Choice® helps re-enforce Hilti's positive brand recognition and global positioning as a people-focused organization.

"Hilti Customer Service is committed to being an employer of choice," said Jeff Doran, President of CCEOC Inc. "Hilti has continued to show tremendous support for their employees, and as a result, this has had a significant impact on their customer satisfaction. Achieving the CCEOC designation in the North American Customer Service division shows a tremendous commitment to providing a great work experience for their employees and a great service experience for their customers."

There are four levels to the designation: Bronze, Silver, Gold and Platinum. Hilti has achieved the Silver level designation for 2009. This is an outstanding accomplishment. As a Contact Center Employer of Choice®, Hilti Customer Service continues to be recognized as an industry leader and one of the best contact centers to work for in North America.

Two out of the top five scoring items in the 2009 survey were: "is known for providing excellent customer service" and "continually strives for customer service excellence." The results of the certification assessment have provided a new perspective on how to address key challenges in the customer service environment. Through the programs' in-depth reporting and analysis, management has a clear understanding of key employee motivation and satisfaction drivers and what to do to improve.

"It is a great recognition for our department to be certified two years in a row for its operational excellence by the Contact Center Employer of Choice® (CCEOC) organization," said Christy Graybill, Division Manager of Customer Service. "To me, that is a great win for our whole organization and, more importantly, for our customers. It really shows the importance and focus that our team puts on making sure that we are 100 percent aligned with our Hilti purpose statement that we passionately create enthusiastic customers and build a better future."

The Contact Center Employer of Choice® award is the industry standard for recognizing and branding people-centric contact centers. The designation levels are determined by employee opinion, not management perception. The designation is valid for 12 months. Companies are evaluated on an annual basis to determine their CCEOC standing for that year.

Contact centers of any size, type or geographic location can be assessed to determine their CCEOC standing. Certified contact centers include FedEx, The Shopping Channel, Scotiabank, Rogers Communications, CIBA Vision and Roche Diagnostics ACCU-CHEK – to name a few.

Through a proprietary assessment, a contact center can quickly determine if it meets the qualification standards. Once the designation is achieved, the contact center is profiled on the CCEOC corporate Web site,, receives a prestigious framed certificate and is promoted through various print and electronic media.

About Hilti

The Hilti Group is a world leader in developing, manufacturing and marketing added-value, top-quality products for professional customers in the construction industry and building maintenance. Hilti expertise covers the areas of gas and powder-actuated fastening, drilling and demolition, diamond coring and cutting, measuring, firestopping, screw fastening, adhesive and mechanical anchoring, and strut and hanger systems. More company information is available at

Founded in 1941, Hilti has more than 20,000 employees and operates in more than 120 countries worldwide. Worldwide headquarters are located at Schaan, the Principality of Liechtenstein. Hilti North America headquarters are located in Tulsa, Okla.

About CCEOC Inc.

CCEOC Inc. is an experienced team of contact center experts, academics and analysts. CCEOC provides a wide variety of innovative programs to help build high-morale, high-performance contact center cultures.

CCEOC Inc. administers and delivers the Contact Center Employer of Choice® Certification and Development program – the standard in building and branding people focused contact centers. Regional, national and international operations have been recognized through this unique initiative. CCEOC provides a wide variety of development services and works with clients at all levels to develop and advance positive corporate cultures. For more information on the Contact Center Employer of Choice® Certification program or CCEOC education and development services, please email or call 416 886-7007.

Contact Information