Scotiabank’s Toronto Contact Centre is the first to receive
the Platinum Contact Center Employer of Choice® certification on
initial assessment
Jeff Doran
President, CCEOC
416 886-7007
info@ccemployerofchoice.com
Dennis Migel
Vice President – Toronto Contact Centre
Scotiabank
www.scotiabank.com
October 18, 2006, Toronto, Ontario – 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-sitewww.ccemployerofchoice.com , 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 ContactCentreWorld.com, 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 www.scotiabank.com.
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 info@ccemployerofchoice.com or call 416
886-7007.
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