MCAP – Customer Contact Centres
First to Achieve Prestigious Contact Center Employer of Choice™ Gold
AVP Customer Contact Centres
MCAP Service Co.
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
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
please email firstname.lastname@example.org or call 416 886-7007.