CONTACT CENTER EMPLOYER OF CHOICE® NAMES ROCHE DIAGNOSTICS’ ACCU-CHEK® CUSTOMER CARE SERVICE CENTER ONE OF THE BEST CONTACT CENTER OPERATIONS TO WORK FOR IN NORTH AMERICA

Doyia Turner,
Corporate Communications
Roche Diagnostics Corp.,
(317) 521-7252

(Indianapolis, Indiana, November 21, 2005) The Contact Center Employer of Choice® (CCEOC) Institute, an assessment, research, and consulting organization that oversees certification programs for regional, national and international contact centers, is proud to announce that the Roche Diagnostics ACCU-CHEK® Customer Care Service Center has received the Gold level award for its Indianapolis-based customer care center. The Gold award distinguishes the ACCU-CHEK Customer Care Service Center, as one of the best contact center operations to work for in North America.

“ The ACCU-CHEK Customer Care Service Center has done extremely well in their first certification assessment for the CCEOC designation. Attaining the Gold level on the first assessment is an outstanding accomplishment and a tribute to the hard work, dedication and commitment to excellence exhibited by all front line, support and management personnel,” said CCEOC President Jeff Doran.

ACCU-CHEK Customer Care Service Center Director, Cheryl Duwve added, “We believe strongly in providing the highest quality service to our customers, in every contact we have with them. We also believe that the single most important component of our service delivery model is our people. We want to celebrate and build on our successes. We also want to know what areas we can improve on to be even better. Most importantly, our plan for continuous improvement will guide our efforts to create a more engaged, people-focused culture and help us meet and exceed our performance goals.”

The ACCU-CHEK Customer Care Service Center participated in the CCEOC program to identify areas of opportunity to improve employee satisfaction and to elevate the performance of its operations. The designation will also provide industry-wide recognition as a great place to work.

The CCEOC Award is fast becoming an industry standard for recognizing and improving people-centric contact centers. The program looks at 10 major areas of influence and determines the impact they will have on the CCEOC key objectives. The award enables call centers to enhance public perception, promote exceptional work environments, and attract, retain and engage high-performing, culturally-aligned employees.


About CCEOC

The CCEOC Institute is an assessment, research and consulting consortium. We are an experienced team of contact center experts, academics and research analysts who oversee the CCEOC development and certification program for regional, national and international contact centers. Contact centers from 20 to 2000+ seats have benefited from our unique program. CCEOC experts also work with corporate clients to develop, maintain and promote high-morale, performance based call center cultures. For more information on the CCEOC certification program or to find out about CCEOC education and development services, please email info@ccemployerofchoice.com or call 416-886-7007.

About Roche and the Roche Diagnostics Division

Headquartered in Basel, Switzerland, Roche is one of the world’s leading research-intensive healthcare groups. Its core businesses are pharmaceuticals and diagnostics. As a supplier of innovative products and services for the prevention, diagnosis and treatment of disease, the Group contributes on a broad range of fronts to improving people’s health and quality of life. Roche is a world leader in Diagnostics, the leading supplier of medicines for cancer and transplantation and a market leader in virology. In 2004, the Pharmaceuticals Division generated 21.7 billion Swiss francs in prescription drug sales, while the Diagnostics Division posted sales of 7.8 billion Swiss francs. Roche employs roughly 65,000 people in 150 countries and has R&D agreements and strategic alliances with numerous partners, including majority ownership interests in Genentech and Chugai. Roche’s Diagnostics Division, with a uniquely broad product portfolio, supplies a wide array of innovative testing products and services to researchers, physicians, patients, hospitals and laboratories world-wide.

The North American headquarters of Roche Diagnostics is located in Indianapolis, Ind. (www.roche-diagnostics.us). For more information, please visit our Web sites: www.roche.us and www.roche-diagnostics.com.