2010 Contact Centre Industry Directory First Call Resolution–The ...

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BC Awards report Community Spirit Award Winner—Accenture Utilities BPO Services The Community Spirit Award recognizes a company that demonstrates spirit and caring through their commitment to enriching their community and the lives of their employees.Nominees in this category were judged on the following criteria: community involvement, fundraising initiatives, volunteer efforts, employee participation, and letters of support from groups with which the company was involved. Accenture Utilities BPO Services is a full-service outsourcing provider that utility companies turn to particularly during periods of economic uncertainty when they want to improve profitability and reduce costs, while simultaneously achieving the highest level of customer satisfaction. Accenture’s industry-specific outsourcing offering, Accenture Utilities BPO Services, has the combined consulting expertise, outsourcing experience and position as a utility operator that lets it deliver high performance across the full spectrum of utilities operations helping them not only survive but thrive in extraordinary market conditions. Community involvement One of Accenture’s core values, stewardship, focuses around building a heritage for future generations, acting with an owner mentality, developing people, and meeting commitments to all internal and external stakeholders. Accenture’s British Columbia contact centres demonstrate ‘stewardship’ by supporting numerous initiatives that benefit the communities in which it does business. The community initiatives are directed by a team of dedicated employees known as the Supporting Workplace Atmosphere Team (S.W.A.T). Accenture’s leadership actively sponsors and encourages employee participation in S.W.A.T, through the provision of paid employee time, office space, and the use of company assets enabling the team to plan and execute various campaigns. In the past a total of 415 paid employee hours have been dedicated to support campaigns driven by this team. Whilst S.W.A.T contributions to communities within BC have varied in size and output, all have been meaningful and beneficial to both the recipients and the Accenture volunteers who donate their time, monies and efforts. Accenture gives volunteers time to be a steward in a way that is meaningful to them and valuable to the recipients. S.W.A.T is able to develop creative ideas which encourage broad employee participation resulting in increased donations of time, money and services to many worthy causes. The initiatives S.W.A.T directed in 2009, all actively supported by Accenture’s 180 person contact centres, include a diverse portfolio of organizations: • Terry Fox Foundation • Rick Hansen’s Wheel in Motion • Heart and Stroke • Burnaby Christmas Bureau • CIBC Run for the Cure • BC Children’s Hospital • Paddle for Kids • The Salvation Army Harbour Lights • United Way • Food Bank Through employee’s shared values, Accenture has positively impacted BC communities and beyond. Contributions have included providing clothes and school supplies to needy children in Ethiopia, food for thousands of hungry people living in BC, and financial support to a local girl who tragically lost her mother, an employee of Accenture. Fundraising activities During the past year Accenture’s contact centre employees have raised more than $20,000 through various initiatives. Additionally, Accenture has provided an average of 35 paid hours per month to ensure S.W.A.T members have the necessary time to research, organize and execute the campaigns that will deliver high performance in their fundraising efforts. Some of Accenture’s fundraising highlights over the past year include: • A four- month, company-wide United Way campaign delivered breaking results raising in excess of $140,000 representing slightly more than an impressive six percent increase from 2008. Accenture provided a loaned representative to help drive the initiative, increase community awareness and financial contributions. • Accenture was involved in the14th Annual Charity Tournament for the Special Olympics BC, Big Brothers, Big Sisters and Small Talk. This three-day, fun-filled Slo-Pitch Baseball Tournament Weekend event raised more than $15,000 with Accenture employees raising an additional $600 through refreshment purchase / fundraising. • Through draws, raffles and employee volunteered time Accenture has raised $5000 and provided food to benefit The Greater Vancouver Food Bank Society. • One of Accenture’s contact centre employees raised $4,000 for the Terry Fox Foundation, by participating in a head shaving drive. Overall Accenture and its employees donated a total of $26,000 to this worthy cause and more than $1 million to date. • A fellow employee experienced a home fire in late July 2009. Accenture employees got together and helped raise funds for this employee during this difficult time. • More than 300 students were taught across 16 classes for The Junior Achievement of British Columbia, a not-for-profit organization committed to inspiring and motivating BC’s youth to take an active role in their future through business education. Programs offer students in grades 5-12 the opportunity to acquire valuable business acumen, develop leadership qualities, and discover new career possibilities. • During May and June Accenture employees participated in the Heart and Stroke Foundation’s Big Bike event. They pedaled a monster 30- seat bike along a small portion of its trip across Canada to raise funds for a worthy cause. Participation increased 250 percent from 2008, with more than 120 people riding the Big Bike. Total funds raised exceeded $10,000. Accenture’s BC contact centre employees are passionate about their communities and are putting a creative spin on fundraising. During the year every contact centre employee participated in some fundraising activity. Volunteer efforts In addition to significant fundraising contributions, Accenture is also committed to providing employees’ professional expertise and experience to various community organizations, which benefit from the donation of time and effort from employees who are passionate about the cause. This passion is supported by a broader Accenture Canada Corporate Citizenship organization which has asked some contact centre employees from all levels to drive initiatives and act as ambassadors within the team. These ambassadors come from all levels of the organization and form part of the larger team that supports 4,700 people in BC and Canada. Accenture has contributed to S.W.A.T by enabling and encouraging employees to use paid time to organize, direct and execute community activities throughout its contact centres to charitable organizations chosen by team members. Accenture has donated a total of 415 paid employee hours to S.W.A.T to support the larger 24 contact management.ca January / February <strong>2010</strong>
community in British Columbia. Passion and a commitment to the wider community drive employees to provide additional contributions in the form of valuable personal time. This in turn helps to deliver a sense of community within the contact centres. Specific highlights of Accenture’s employee efforts over the past year include: • Employees have volunteered personal time to serve food at the Salvation Army Harbour Lights Soup Kitchen. • A contact centre employee has made an annual personal commitment to contribute her time to collect donations and raise awareness for the Paddle for Kids Dragon Boat race raising funds for BC Children’s hospital. • An employee from the Vernon location for the past four years has volunteered her personal time to support Wendy’s Restaurants Dream Lift Day. The cause helps brighten a terminally ill child’s life by sending them to Disneyland. The employee does this on her own time and works the take out window of the restaurant on the day of this campaign. • Several contact centre employees donate more than 10 hours a week volunteering for the senior citizens society. • A contact centre employee spends 2-4 hours a week with foster kids for the Big Brother of Greater Vancouver. • A contact centre employee volunteers with local sports associations to help support the success of youth athletic programs which are in constant need of parent support to make the organizations successful. • Accenture provided a resource to support the United Way campaign efforts for four months with the intent of driving the initiative within its local operations. Promoting employee involvement Accenture delivers the support network that lets employees achieve their potential, not just within the business, but within themselves In the Community Spirit category (from left) Beverly Lundh, board member of BC CCA. presented to winners Greg Boroevich and Samantha Ryan of Accenture Utilities BPO Services. and their communities. In BC, Accenture does this by enabling employees to actively pursue the value-driven activities that are personally meaningful to them, through initiatives such as S.W.A.T, the Canadian Corporate Citizenship program and flexible working arrangements. In BC, S.W.A.T is designed to support the community-spirited efforts of contact centre employees through events and fundraising activities. During the past year Accenture has provided S.W.A.T with more than 415 hours of paid company time to make things happen, whether this is organizing an event, raising awareness, or generating the excitement and engagement of staff to deliver high-performance campaigns. At a corporate level, Accenture allows S.W.A.T to access and use tools such as internal newsletters, emails, signs, posters, presentations at employee meetings, and advertising campaigns on its LCD monitors throughout the contact centre. It also provides reasonable access to company assets such as computers and printers to support volunteer efforts. The wider Accenture community also provides significant support to S.W.A.T through internal knowledge capital, and an exchange of ideas with similar networks and groups throughout the global organization. In addition to supporting S.W.A.T, many BC contact centre employees have been recruited to apply their passion and drive at a national level with its Canadian Corporate Citizenship program, a companywide initiative to expand the programs and opportunities available to support the community. It allows employees to demonstrate and develop their leadership qualities. Finally, Accenture recognizes fundraising and community-led activities cannot always take place outside standard office hours. Accenture enables involvement in community-spirit initiatives by providing a supportive, flexible working arrangement. This not only helps the people in the conduct of their own personal affairs, but allows both individuals and teams to participate in community-driven activities, where scheduling is out of their control. Testimonials Here is what a few of the community groups involved with Accenture have to say about the company. From the United Way of the Lower Mainland: “The company is a philanthropic leader and demonstrates outstanding commitment to our local community, and extends that support to all communities across Canada where they have a presence.” From the Canadian Blood Services: “I want to express our heartfelt appreciation for your commitment to Canada’s blood system. Throughout the year, you continued to support our cause. You and your organization play a very important role in our health care system by encouraging your colleagues and employees to donate life-saving blood.” January / February <strong>2010</strong> contact management.ca 25
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