Fedex Express Canada rewarded for Customer Service Centres
CCEOC Inc. announced that all three Federal Express Canada Ltd. customer service centres have achieved the prestigious Contact Center Employer of Choice® designation for 2007. This is the fourth year in a row that FedEx Express Canada, a unit of FedEx Corp., has participated in the program and achieved certification.
The Mississauga and Montreal customer service centres achieved the Gold level designation, while the Vancouver customer service centre achieved the Platinum level designation.
The Contact Center Employer of Choice ("CCEOC") program helped identify areas of improvement for FedEx Express Canada. The company responded by building exceptional work environments that attracted and retained high-performing employees. By targeting the key recommendations outlined in the CCEOC Summary Reporting, the FedEx Express Canada customer service centres have experienced increased employee satisfaction, increased customer satisfaction and reduced turnover.
"The FedEx Express Canada customer service centres continue to amaze me in their pursuit of excellence. Maintaining and improving their certification scores over the past four years clearly demonstrates their dedication to their employees, customers and community" said Jeff Doran, president of CCEOC Inc. "Their people-focused values resonate throughout the organization and have had a profound affect on improving satisfaction, pride, commitment, respect and ultimately performance. Being recognized as a CCEOC reinforces FedEx Express Canada's customer service division as a preferred employer and FedEx Express Canada as one of the best organizations to work for in the country."
According to Patsy Bertoia, managing director, FedEx Express Canada Customer Service, "The FedEx employee culture is to strive to make every customer experience outstanding. I am proud of all three call centres and this recognition is a tribute to the FedEx Express Canada call centre representatives that serve our customers on a day-to-day basis."
The Contact Center Employer of Choice award is the industry standard for recognizing and branding people-centric contact centers. Through a proprietary 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-site www.ccemployerofchoice.com, receives a prestigious framed certificate, and is promoted through various print and electronic news channels. To maintain their CCEOC standing, certified contact centres are reassessed every 12 months.
Other certified centres include: Scotiabank, The Shopping Channel, Roche Diagnostics ACCU-CHEK, NuComm International, Grand & Toy, Crawford Adjusters, Neteller, Rogers Communications and CIBA Vision to name a few.
CCEOC Inc.
The CCEOC Inc. is an experienced team of contact center experts, academics and research analysts who oversee Contact Center Employer of Choice® Certification and Development program for regional, national and international contact centers. CCEOC experts also work with corporate clients to assess, develop and advance CCEOC status and provide 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 [email protected] or call 416 886-7007.
FedEx Express Canada
Federal Express Canada Ltd. is a global logistics and transportation company offering domestic and international shipping and electronic commerce solutions. The company uses real-time package status tracking systems, automated customs clearance services and a dedicated air and ground transportation network to serve Canadian and global markets. Celebrating 20 years in Canada, FedEx Express Canada is dedicated to being the nation's "employer, neighbour and shipper of choice". FedEx Express Canada employs approximately 5,000 people in over 60 facilities coast-to-coast.
