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MCAP – Customer Contact Centres
First to Achieve Prestigious Contact Center Employer of Choice™ Gold Award

David Easlick
AVP Customer Contact Centres
MCAP Service Co.
519 743-7800

Kitchener, Ontario – The Contact Center Employer of Choice organization today announced that the MCAP Service Co. Customer Contact Centre business unit has achieved the prestigious Gold level designation.

The Contact Center Employer of Choice™ (CCEOC) award program enables call centres to enhance public perception, promote exceptional work environments, and attract, retain and engage high performing, culturally aligned employees. MCAP completed a combined certification which makes their CCEOC status even more unique. 3 business units were assessed and their combined average score positioned them for gold level standing.

“Achieving the Gold level designation on the first assessment is an outstanding accomplishment. This is a direct reflection of management’s ability to create a fun, productive and successful team environment. It’s a true testimonial to the hard work and dedication exhibited by all front line and support staff” said Jeff Doran, President of CCEOC. “This award differentiates MCAP as one of the best contact centre operations to work for in Canada.”

David Easlick, AVP, Customer Contact Centre said, “I was not surprised to get the gold level certification, we have great people working for a great company. I look forward to using the information that this process provides to design improvements for our contact centre operations”.

MCAP Customer Contact Centre participated in the CCEOC program so it could accurately target areas of opportunity for improving employee performance and satisfaction. Specific areas of focus include:

  • Attracting the best, right fit candidates

  • New opportunities for employee development

  • Motivating & coaching employees

  • Open and trusting communications between staff and management

  • Positioning new technology for improved customer and employee satisfaction

  • The Contact Center Employer of Choice™ award is quickly becoming the industry standard for recognizing people-centric contact centres. Through the proprietary, two - phased assessment, the MCAP Customer Contact Centre was able to quickly determine their level of qualification. Along with the designation, they have the honour of being listed in the CCEOC Registry on the official Contact Centre Employer of Choice web site www.ccemployerofchoice.com. They also receive a prestigious framed certificate and are entitled to use the CCEOC insignia for promotional purposes.

    MCAP Services Co.

    MCAP is Canada's largest independent mortgage group. Headquartered in Toronto Ontario, MCAP's mission is to originate, underwrite and service mortgage and leasing assets that best serve the needs of our borrowers and investors. MCAP Financial is part of the MCAP group of companies. The MCAP group originates, funds, and manages residential, commercial, and construction mortgage loans; purchases and resells mortgages to third-party investors through its mortgage warehouse facility; and packages and securitizes mortgages for capital markets. The MCAP group has 600 mortgage professionals and 50 leasing professionals in 16 offices across Canada.

    Contact Center Employer of Choice

    The Contact Center Employer of Choice organization is a team of industry experts, academics and research analysts who, over the last 2 years, have combined their talents to create this unique international designation and branding program. CCEOC experts are available to work with clients to assess, develop, maintain, and promote their contact centers to achieve CCEOC status and create high-morale, high-performance operations.

    For more information on the Contact Centre Employer of Choice Award Program or to find out more about CCEOC training and consulting services, please email info@ccemployerofchoice.com or call 416 886-7007.

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