Proprietary research and analysis methodologies are used to determine if a contact center is eligible for certification. Once achieved, each center is presented with a prestigious framed certificate, profiled in the CCEOC Registry© and promoted through targeted media channels.

A positive experience for frontline staff and management, the certification assessment process helps uncover hidden differentiators that make your contact center a great place to work. It also provides powerful insights into how you can make it even better.

Program components:

1. CCEOC Diagnostic Review
This is a targeted, on-site assessment designed to provide an estimated score on how well your center will do in the Certification Assessment. It also highlights the key areas of influence that will help you: 1) understand your critical people issues better, 2) develop an action plan to become a Contact Center Employer of Choice® and 3) provide a strategic approach to successfully position your operation for CCEOC certification.

2. Certification Assessment

2.1. Management Interview/Feedback (MIF) Session.
Meetings are conducted with contact centre and HR management. A variety of topic areas are reviewed to gain a clear understanding of the programs, policies, structures, activities and behaviours that currently exist to support a people focused, employer of choice culture.

2.2. The CCEOC Employee Survey©.
We measure 10 major Areas of Influence and compile feedback data to determine how employees really feel about their workplace. The overall survey score will determine your designation level.

3. Plan for Continuous Improvement
A Program Summary Review takes place and a plan for continuous improvement is discussed. This plan focuses on the key drivers that will have the greatest impact on improving engagement, satisfaction, quality and productivity with the ultimate goal of strengthening overall operational performance. A 6 Month Review is scheduled to ensure solutions are being implemented and results are being measured.

The Value for Your Organization

CCEOC Certification provides you with the ability to improve employee engagement, pride, commitment and performance. As a result, organizations have seen up to a 29% reduction in stress, 5% - 15% increase in employee satisfaction & engagement, up to 21% reduced attrition , higher numbers of qualified job candidates, enhanced market recognition and improved performance.

Other Benefits Include:
• A more motivated and engaged workforce
• Increased and unbiased recognition as a great place to work
• Improved employee satisfaction, pride, commitment
• Improved customer satisfaction and loyalty
• Improved ability to attract and retain great employees
• Reduced recruitment and selection costs

Deliverables