AIR MILES® Reward Program Receives the Gold Contact Center Employer of Choice® Certification Award for 2013

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CCEOC Inc. announced today that the AIR MILES® Reward Program Customer Care Centre operation once again achieved the prestigious Gold level Contact Center Employer of Choice® (CCEOC) designation for 2013. Over 460 employees from two sites located in Mississauga, ON and Toronto, ON participated in the certification assessment.

We are honoured to receive the CCEOC Gold certification for the fifth year in a row, said Sharmane Good, Senior Vice President, Customer Care AIR MILES Reward Program.

CCEOC Inc. announced today that the AIR MILES® Reward Program Customer Care Centre operation once again achieved the prestigious Gold level Contact Center Employer of Choice® (CCEOC) designation for 2013. Over 460 employees from two sites located in Mississauga, ON and Toronto, ON participated in the certification assessment.

This is the 6th year AIRMILES® Customer Care Centre has participated in the CCEOC Certification program and the 5th year they have achieved the Gold level standard. This is an outstanding accomplishment. In addition to achieving a high overall certification score, they experienced improvements in: customer service excellence, continuous improvement and community involvement. These are all vital areas of focus for employer of choice contact centres.

Through the Contact Center Employer of Choice® certification program, AIRMILES® Customer Care Centre has been able to address key areas for improvement that has had a sustained impact on culture and morale. Being recognized as a certified Contact Center Employer of Choice® continues to help AIR MILES® create positive employer branding and heightened awareness as a leading people focused organization.

Specific areas of focus for AIRMILES Customer Care included:

  • Expand industry-wide recognition as a great place to work
  • Improve ability to attract, retain and engage top talent
  • Identify opportunities to reduce stress and improve associate satisfaction
  • Build pride and engagement

“AIRMILES® is one of the most consistently high scoring organizations we’ve worked with,” said Jeff Doran, President, 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 centres to work for in the country.”

The results of the assessment provided management with new insights and solutions on how to address key challenges in the customer care environment. Through the assessment’s in-depth reporting and trend analysis, management has gained a deeper understanding of key employee motivation and satisfaction drivers. AIR MILES® was able to address the data quickly, implement targeted solutions and measure their results. This was critical in achieving the Gold designation.

“We are honoured to receive the CCEOC Gold certification for the fifth year in a row,” said Sharmane Good, Senior Vice President, 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.”

The Contact Center Employer of Choice® award is the industry standard for recognizing and branding people centric contact centres. Contact centres of any size, type or geographic location can be assessed to determine their CCEOC standing. Certified contact centres include: FedEx, CAA, The Shopping Channel, Scotiabank, ING Direct, CIBA Vision and Roche Diagnostics ACCU-CHEK, Davis & Henderson to name a few. Through a proprietary on-site and survey assessment, a contact centre can quickly determine if they meet the qualification standards. Once the designation is achieved, the contact centre is profiled on the official CCEOC corporate web-site http://www.ccemployerofchoice.com/, receives a prestigious framed certificate and is promoted through various print and electronic media.

About the AIRMILES® Reward Program

Founded in 1992, the AIR MILES® Reward Program is Canada's premier coalition loyalty program. More than 10 million active Collector accounts, representing approximately two-thirds of all Canadian households, actively participate in the Program. The AIR MILES® Reward Program allows Collectors to indulge in leisure, entertainment, merchandise, travel and other lifestyle rewards quickly, simply by doing their everyday shopping for products and services at AIR MILES® Sponsors. AIR MILES® reward miles can be redeemed for more than 1,200 different rewards, such as movie passes, family attractions, merchandise, sports and recreation, travel and more. More information is available at http://www.airmiles.ca/.

About CCEOC Inc.

CCEOC Inc. specializes in building world-class cultures and Employer of Choice recognition programs. Since 2004, CCEOC has been delivering the Employer of Choice® Certification and Development program for regional, national and international contact centers.

CCEOC consultants work with corporate clients to assess, develop and advance employer of choice recognition 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 Employer of Choice recognition, education and development services, email info(at)ccemployerofchoice(dot)com or call 416 886-7007.

Contacts:

Jeff Doran                                        
President, CCEOC Inc.
416 886-7007
info(at)ccemployerofchoice(dot)com

Corporate Affairs
AIR MILES Reward Program
416-552-2346
mediaoffice(at)loyalty(dot)com

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JEFF DORAN
CCEOC Inc.
(416) 886-7007
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