FedEx Express Canada retains “Platinum” award for call centres
FedEx Express Canada has achieved “Contact Center Employer of Choice” certification for all three of its call centres for another year. The FedEx Corp subsidiary said today that CCEOC, Inc., had certified its centres for 2011, the eighth consecutive year in which FedEx Express Canada has participated.
The certification means the company’s Customer Service Centres boast “exceptional” work environments, which helps FedEx Express Canada attract and retain high-performing staff, thereby boosting its public perception.
FedEx Express Canada said that following the key recommendations of the certification company’s Summary Reporting system, it has seen a “significant” stress reduction among employees, reduced staff turnover and improved customer satisfaction levels as well.
The Canadian call centres have now become the “global benchmark” for measuring FedEx contact centres around the world, the company said.
Jeff Doran, president of Ontario-based CCEOC, Inc., said the consistency of the FedEx centres’ high scores each year “never ceases to amaze me”, and that it meant FedEx Express was “one of the best organizations to work for in the country”.
Doran said of FedEx Express Canada: “Their success with the CCEOC program is a testimonial to all the extraordinary effort and dedication in building a world-class culture where people are the most important part of the operation.”
On the Center Employer of Choice certification program, call centers can achieve a Bronze, Silver, Gold or Platinum standard.
FedEx Express Canada was the first company to win the distinction for multi-site operations, and has been the only organization to achieve a Platinum level three years running.
Patsy Bertoia, managing director for FedEx Express Canada Customer Service, said: “This accolade is a direct result of the engagement of our employees who understand the unique needs of those we serve locally as well as globally.”
FedEx Express Canada, which employs around 5,000 staff in 60 facilities across Canada, was named among the country’s 50 best employers for 2011 earlier this year, within a study from human resources consultancy Aeon Hewitt.
