The AIR MILES Reward Program Customer Care Center operation has been honored with the Gold level Contact Center Employer of Choice (CCEOC) designation for 2013. This is fifth time in a row that AIR MILES Customer Care Centre has achieved the Gold level standard in the program.
The AIR MILES customer care center recorded high in the overall certification score, and also showed improvements in customer service excellence, continuous improvement and community involvement. These are all vital areas of focus for employer of choice contact centers.
“We are honored to receive the CCEOC Gold certification for the fifth year in a row,” said Sharmane Good, SVP of the Customer Care AIR MILES Reward Program. “Our front-line Customer Care associates provide exceptional customer service, continually demonstrating their passion and dedication to support our 10 million active Collector accounts. As the Customer Care team is most often the first point of contact customers have with the AIR MILES brand, they play a vital role providing a memorable brand experience to our valued customers.”
CCEOC is an experienced team of contact center experts, academics and analysts. CCEOC provides a wide variety of innovative programs to help build high-morale, high-performance contact centers.
The Contact Center Employer of Choice Award is the industry standard for recognizing and branding people-centric contact centers. Every 12 months, contact centers are assessed to determine their CCEOC standing, according to CCEOC officials.
Through a proprietary assessment, a contact center can quickly determine if they meet the qualification standards. Once certification is achieved, the contact center is profiled on the CCEOC corporate Web site and also receives a prestigious framed certificate. It is later promoted through targeted print and electronic news channels.
“AIRMILES is one of the most consistently high scoring organizations we’ve worked with,” said Jeff Doran, president of CCEOC Inc. “They truly understand the importance of everyone’s contribution to the success of the business, and acknowledge their efforts. It’s a fun, caring, compassionate and profitable operation and continues to be one of the best contact centers to work for in the country.”
Other organizations certified by CCEOC are FedEx, CAA, The Shopping Channel, Scotiabank, ING Direct, CIBA Vision, Roche Diagnostics ACCU-CHEK and Davis & Henderson, among others.
Edited by Rory J. Thompson