October 31, 2006 16:04 ET

Scotiabank's Toronto Contact Centre is the First to Receive the Platinum Contact Center Employer of Choice'R' Certification on Initial Assessment

TORONTO, ONTARIO--(CCNMatthews - Oct. 31, 2006) - The CCEOC Institute announced today that the Scotiabank Toronto Contact Centre has achieved the prestigious Platinum level Contact Center Employer of Choice® (CCEOC) designation.

This is the first contact centre of any bank to be certified as a Contact Centre Employer Of Choice® and joins an elite group of contact centers recognized by this unique designation. They reached the highest level - Platinum - on their first assessment. Scotiabank - Toronto is the only contact centre so far to have accomplished this.

The Toronto site decided to pursue the Contact Center Employer of Choice® certification designation to help build industry-wide recognition as a great place to work. They also saw it as a unique opportunity to further develop their people focused culture and create a competitive advantage for attracting, retaining and motivating top talent. Through the program's in-depth reporting and analysis, management has gained a deeper understanding of key employee motivation and satisfaction drivers. As a result, Scotiabank will be able to develop more targeted people focused programs and further position their operation as a market leader in service excellence.

"Scotiabank Toronto's dedication to developing a CCEOC workplace and focusing on the employees has had a profound affect on employee satisfaction and engagement." said Jeff Doran, President of the CCEOC Institute. "Contact centre employer of choice values, behaviours and attitudes are evident in all aspects of the operation. Being recognized as a CCEOC identifies the Scotiabank Toronto Contact Centre as a preferred employer and one of the best contact centers to work for in the country."

"We are very excited to receive the CCEOC platinum certification," said Dennis Migel, Vice-President, Toronto Contact Centre, Scotiabank. "It is an honour to receive this award because it represents how our employees feel about their work environment. Going forward we will continue to provide a satisfying workplace for our employees while providing excellent service to Scotiabank clients."

The Contact Center Employer of Choice® award is the industry standard for recognizing and branding people centric contact centers. Other organizations that have achieved CCEOC certification include: FedEx, The Shopping Channel, NuComm International, Neteller, Rogers Communications, CIBA Vision and Roche Diagnostics ACCU-CHEK. Through a proprietary, three-phased assessment, a contact center can quickly determine if they meet the qualification standards. 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 news channels. They are now eligible to use the CCEOC insignia to promote their new designation and are invited to participate in future CCEOC events.

About Scotiabank - Toronto Contact Center

Scotiabank's Electronic Banking Contact Centres (EBCC) provides over 100 products and services to retail and small business customers across Canada. Recently awarded 'Best Contact Centre in the Americas in 2006' by, our 24 hour a day, seven day a week bilingual operation in Toronto contributes to the sales and service delivery of over 7.2 million customer calls annually (inbound and outbound) across all Scotiabank call centres.

Scotiabank is one of North America's premier financial institutions and Canada's most international bank. With close to 56,000 employees, Scotiabank Group and its affiliates serve about 10 million customers in some 50 countries around the world. Scotiabank offers a diverse range of products and services including personal, commercial, corporate and investment banking. With $365 billion in assets (as at July 31, 2006), Scotiabank trades on the Toronto (BNS) and New York (BNS) Stock Exchanges. For more information please visit

About Contact Center Employer of Choice Institute

The CCEOC Institute is an experienced team of contact center experts, academics and analysts who oversee Contact Center Employer of Choice® Certification and Development program for regional, national and international contact centers. CCEOC experts work with corporate clients to assess, develop and advance their people focused cultures. CCEOC provides a wide variety of 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, email or call 416 886-7007.

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