Scotiabank’s Calgary Contact Centre becomes first Alberta call centre to receive Platinum Contact Center Employer of Choice® certification
- Joins Scotiabank’s Toronto Contact Centre
in achieving Platinum designation -
Jeff Doran
President, CCEOC
416 886-7007
info@ccemployerofchoice.com
Deborah Spence
Scotiabank Public Affairs
403 254-6830
deborah.spence@scotiabank.com
www.scotiabank.com
July 12, 2007, Calgary, Alberta – CCEOC
Inc. announced today that Scotiabank’s Calgary Customer Contact
Centre has achieved the prestigious Platinum level Contact Center Employer
of Choice® (CCEOC) designation.
It is the first Alberta contact centre to be certified as a Platinum
Contact Center Employer Of Choice®. Scotiabank’s Calgary centre
attained the highest level on its first assessment and joins an elite
group of contact centres recognized by this unique designation.
Scotiabank’s
Toronto contact centre also achieved Platinum certification in 2006.
The bank’s Calgary site pursued the Contact Center Employer of
Choice® certification to recognize the skill and dedication of its
employees and 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 engaging top talent. The CCEOC program’s in-depth
reporting and analysis has also helped the centre’s management
gain a deeper understanding of key employee motivation and satisfaction
drivers. As a result, Scotiabank’s Calgary centre will be able
to develop even more targeted people focused programs and further position
their operation as a market leader in service excellence.
“ Scotiabank’s Calgary Contact Centre’s dedication
to developing a CCEOC workplace and focusing on its employees has had
a profound effect on employee satisfaction and engagement,” said
Jeff Doran, President of the CCEOC Inc. “The centre scored very
high in the Management/Employee Relations, Training & Development,
Environment & Facilities and Customer Satisfaction categories. Being
recognized as a CCEOC identifies the centre as a preferred employer and
one of the best contact centres to work for in the country.”
“It truly is a great accomplishment for our team at the contact
centre,” said Steve Lukey, Vice-President of Scotiabank’s
Calgary Customer Contact Centre. “Everyone, from our front line
and support employees to senior management, works very hard to create
an environment we can all be proud of. This program provides great recognition,
but most importantly, it will help us become an even better operation
providing high quality service to our customers.”
The Contact Center Employer of Choice® award is the industry standard
for recognizing and branding people centric contact centres. CCEOC Inc.
created this program in response to an industry need for contact centres
to improve public perception and develop better work environments. Through
a proprietary, three-phased process, a contact centre can quickly determine
if they meet the qualification standards. There are four levels – Bronze,
Silver, Gold and Platinum. Once the designation is achieved, the contact
centre is profiled on the official CCEOC corporate web-site www.ccemployerofchoice.com,
receives a prestigious framed certificate and is promoted through various
media. In addition, the centre is now eligible to use the CCEOC insignia
to promote their new designation and is invited to participate in future
CCEOC events. Other organizations that have achieved certification include
FedEx, The Shopping Channel, Grand & Toy, NuComm International, Neteller,
Rogers Communications, Crawford Adjusters, CIBA Vision and Roche Diagnostics
ACCU-CHEK to name a few.
About Scotiabank Customer Contact Centres
Scotiabank’s Customer Contact Centres are located in Calgary, Toronto
and Halifax and provide service and sales for over 100 products and services
for retail and small business customers across Canada. Recently, the
Scotiabank Customer Contact Centre unit was awarded ‘Best Contact
Centre in the Americas in 2006’ by ContactCentreWorld.com. The
Scotiabank Customer Contact Centres contribute to the sales and service
delivery of over 7.2 million customer calls annually, both inbound and
outbound.
Scotiabank is one of North America's premier financial institutions
and Canada's most international bank. With more than 58,000 employees,
Scotiabank Group and its affiliates serve about 12 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 $412 billion in assets (as at April 30, 2007),
Scotiabank trades on the Toronto (BNS) and New York (BNS) Stock Exchanges.
For more information please visit www.scotiabank.com.
About CCEOC Inc.
CCEOC Inc. is an experienced team of contact center
experts, academics and analysts who oversee the Contact Center Employer
of Choice® Certification
and Development program. Since 2003, CCEOC has delivered the program
for regional, national and international contact centers. As a result,
our clients have seen improved employee satisfaction, reduced stress,
higher performance, lower turnover and increased customer satisfaction.
Our experts also 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 Inc.’s education and development
services, email info@ccemployerofchoice.com or call 416
886-7007.
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