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

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eaderboard from readerboard page 5 They include financial insurance sector, government agencies, travel and transportation, manufacturing, utilities, healthcare, retail, IT, and academic institutions. ING DIRECT receives silver CCEOC designation ING DIRECT Canada Sales and Service late last year achieved the silver level Contact Centre Employer of Choice (CCEOC) designation. This is a combined certification including the Ottawa and Toronto contact centres. ING DIRECT Canada joins an elite group of contact centres rewarded by this unique designation. As a Contact Centre Employer of Choice, ING DIRECT Canada is recognized as an industry leader and a preferred David Bradshaw, head of sales and service, ING DIRECT Canada, says of the CCEOC program that the detailed reporting and analysis will assist the bank in developing a targeted action plan for continuous improvement. employer. Through the programs’ in-depth reporting and analysis, management is provided with a clear understanding of key employee motivation, engagement drivers and targeted opportunities for continuous improvement. “ING DIRECT Canada has shown tremendous focus and dedication in pursuing the CCEOC certification,” says Jeff Doran, president of the CCEOC Inc. “They already have a great culture, but they want to make it even better. “Developing Contact Centre Employee of Choice values, behaviours and attitudes are very important to the success of the sales and service division. Being recognized as a certified CCEOC is a tremendous source of pride and identifies the Toronto and Ottawa contact centres as some of the best employers to work for in the country.” “This is an integral part of our vision to become a world-class revenue generating sales and service organization in three years,” says David Bradshaw, head of sales and service, ING DIRECT Canada. “Achieving Contact Centre Employer of Choice certification demonstrates our commitment to our employees, customers, stakeholders and community. The designation will provide us with significant branding opportunities both inside and outside the organization. “Even more important is the detailed reporting and analysis that will assist us in developing a targeted action plan for continuous improvement. We’re very excited to be on this journey and I would like to thank Jeff and his team for their outstanding support in helping us get this far. I look forward to greater things to come.” The CCEOC award is an industry standard for developing and branding people-centric contact centres. The program helps contact centres improve their ability to attract, retain and engage top talent. The designation is valid for 12 months. Companies are evaluated annually to determine their CCEOC standing for that year. There are four levels to the designation: bronze, silver, gold and platinum. The designation levels are determined by employee opinion, not management perception Contact centres of any size, type or geographic location can become CCEOC certified. Certified contact centres include FedEx, HILTI North America, CAA, The Shopping Channel, Scotiabank, AIR MILES, CIBA Vision, Rogers Communications, Roche Diagnostics and Davis & Henderson, to name a few. ING DIRECT is Canada’s leading direct bank with more than 1.6 million clients and more than $27 billion in total assets. It offers highvalue, simple products such as high interest savings accounts with no fees or service charges and low rates on mortgages. Low cost, index-based mutual funds are sold through ING DIRECT Funds Limited. ING DIRECT Canada has been operating since 1997, and has paid more than $4 billion in interest to clients. ING DIRECT is open for banking 24 hours a day, 7 days a week, at www.ingdirect. ca or by calling 1-800 ING DIRECT (1-800-464-3473. CCEOC Inc. is an experienced team of contact centre experts, academics and analysts. It provides a wide variety of innovative programs to help build high-morale, highperformance contact centre cultures. To find out more about CCEOC education and development services, email info@ccemployerofchoice.com or call 416 886-7007. Simple, affordable device offers alternative to IP desk phones Global provider of unified communications solutions, Interactive Intelligence, Indianapolis, IN, last fall unveiled Interaction SIP Station, a new communications endpoint device designed as an affordable, reliable and simple alternative to IP desk phones. “While IP desk phones increasingly offer sophisticated functionality, their complexity and cost are barriers for adoption among many organizations,” says Drew Kraus, research vicepresident with Gartner. “Though the use of USB headsets with softphones offers an alternative, reliability issues often preclude their use. “We’ve been telling clients for awhile now to lower their infrastructure costs by deploying low-cost phones, while supporting advanced telephony features via PC-based call control applications. By further distilling that endpoint device down to its core functionality, organizations can realize even more savings while still maintaining a clear voice signal and advanced features.” With a dedicated chip-set delivering high quality audio, the Interaction SIP Station has no hand set, display, or dial pad. Instead, the device is designed to work in conjunction with a headset and the Interactive Intelligence Interaction Client, a PC-based call control Joe Staples, Interactive Intelligence senior vice-president of worldwide marketing, says what makes Interaction SIP Station a market first is its reliability and simplicity at a price point that’s roughly half that of a basic IP phone. software application that includes sophisticated features, such as call recording, call rules, conferencing, presence management, company directory look-up, queue monitoring, call history, and more. “By providing a dedicated audio path for reliability, and using our client application for rich functionality, the Interaction SIP Station provides all the features a company needs in an endpoint device -- and none that they don’t,” says Interactive Intelligence senior vicepresident of worldwide marketing, Joe Staples. “What makes this device a market-first, however, is that we’re offering this reliability and simplicity at a price point that’s roughly half that of a basic IP phone, and a fraction of what high-end multimedia phones cost.” Measuring just 4.5 in. x 4.5 in. x 1.5 in. (11.4 cm. x 11.4 cm. x 3.8 cm.), the Interaction SIP Station also consumes less desk space than a traditional phone. More secure and simple to use, the device’s physical buttons include pick-up/disconnect, mute, volume control, emergency speed dial, and a multi-function status LED. It uses power over Ethernet (PoE), thus further enhancing reliability by making it easier and more efficient to supply back-up power. The Interaction SIP Station is targeted at mid-size to large contact centres and enterprises, and is sold as an optional device with the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Centre (CIC). It will be distributed through the Interactive Intelligence channel of more than 300 resellers worldwide, and through the company’s direct sales force. 6 contact management.ca January / February 2010
eaderboard Avaya completes acquisition of Nortel Enterprise Solutions A global leader in business communications systems, Avaya, Basking Ridge, NJ, successfully completed late last year acquisition of Nortel Enterprise Solutions (NES). The addition of NES further enhances Avaya’s strategic position in providing business communications solutions and services for enterprise customers. It gives the company added scale, resources and expertise to deliver a portfolio of solutions and services around the globe. “The completion of this acquisition represents another major step in Avaya’s evolution and growth in the communications industry,” says Kevin J. Kennedy, president and CEO, Avaya. “Avaya and Nortel Enterprise Solutions share a common vision for the future of business communications. By combining our complementary technology portfolios, deep industry specific domain expertise, sales channels and customer bases, the new Avaya will redefine business communications and help customers to reduce costs, simplify operations and increase their business agility.” As a result of the acquisition, Avaya will benefit from an expanded partner ecosystem, a broader portfolio, an enhanced customer base, and a greater ability to compete globally. The company also will extend relationships with system integrators and service providers who serve the enterprise market. Approximately 6,000 NES employees have joined Avaya, including 25 top managers. Joel Hackney, previously NES president, joins the Avaya executive committee as senior vice-president and president, Avaya Government Solutions and Data. “In addition to great technology and outstanding customer relationships, NES brings talented employees in sales, systems engineering, services, marketing and more,” says Kennedy. “We believe our ability to innovate and develop solutions for customers to help them transform their businesses will Avaya President and CEO Kevin Kennedy says completion of the Nortel acquisition marks another major step in Avaya’s evolution and growth in the communications industry. continue to accelerate.” Avaya provides unified communications, contact centres, and related services directly and through its channel partners to businesses and organizations around the world. It provides customers with communication solutions that use a SIP-based architecture to enable multi-vendor, multi-modal (voice, text, video etc.) connections and the distribution of value-added applications across the enterprise. For more information, visit www. avaya.com. Focal-Point survey shows what employees think The Contact Centre Employer Of Choice (CCEOC) organization is promoting the use of its Focal- Point survey system by call centre managers to get to know their employees better and determine what they are thinking. The CCEOC argues that to become more connected to customers, you must become even more connected to your employees. The CCEOC contends its Focal- Point system is the answer. It is an efficient, affordable, online survey process that provides the ongoing insight needed to understand employees better and start building your own employer of choice environment. It is described as a fast, effective and trusted system where employees can provide honest, critical feedback. Based on the CCEOC certification assessment, it focuses on the areas that will have the most impact on a contact centre operation. It’s much more than comparing your centre to an industry benchmark, the CCEOC states. It’s about asking the right questions at the right time and measuring the things that are truly important. It’s about improving the work environment for your employees. Following are the steps to making the Focal-Point survey work. • Choose your initial set of statements from one of the CCEOC Areas of influence. • Add an additional four to five statements from the CCEOC Best Practices report to create the final version of your Focal-Point survey. • Determine the survey interval— monthly, quarterly. • The survey is then uploaded to the CCEOC Web site with your logo. • Select a random sample of employees to complete the survey. • Use your administrator code for survey start/stop and reporting • Online tracking is provided to determine completion rates. • Reporting is automatically generated and available online Focal-Point is recommended for leading centres that want to create a unique employer of choice environment. Others include: 50 new centres that want to build a strong culture of collaboration 40 and participation; CCEOC certified 30 centres that want to improve their certification scores; contact centres 20 considering CCEOC certification; centres that want to attract, retain 10 and engage the best and brightest talent; centres that want to build a successful, productive operation. For more information, contact CCEOC at 416-886-7007, visit www. ccemployerofchoice.com or email info@ccemployerofchoice.com. Study uncovers drop in employee loyalty A study released last year from Ipsos Reid, Toronto, confirms what many human resources professionals had already feared or believed: Canadian employees are becoming less loyal to their employers. According to recent findings from Ipsos Reid’s Build a Better Workplace syndicated study, 22 percent of Canadian employees are expressing decreased loyalty to their employer. “Loyalty to one’s employer is very dependent on recognition,” says JB Aloy, Ipsos’ resident expert on employee engagement and author of the study. “Staff who feel their involvement is not acknowledged are more likely to become disloyal.” This is not just a sentiment found on the ‘factory floor’—a quarter of executives and managers say their loyalty is decreasing, showing results comparable to production workers and operators. Across industry sectors, employees in the manufacturing and financial services sector—two industries deeply hurt by the economic downturn—had particularly negative results. All this is going on in spite of the current job market. In particular, organizational responses to the economic downturn have triggered Loyalty slide in different organizations Average all firms Firms with pay frozen Firms with staff cuts Across the country, the figures are consistent with the exception of Quebec, where only 10 percent of the workforce shares this attitude. some employees to question their loyalty. In organizations where staff cuts were made, 36 percent of employees feel less loyal. In organizations where salaries have been frozen, that figure is 31 percent. Across the country, the figures are consistent with the exception of Quebec, where only 10 percent of the workforce shares this attitude. “Because these results are quite consistent across sectors, they strongly suggest that employers ought to be considering what they should see readerboard page 8 January / February 2010 contact management.ca 7
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