Contact Center Employer of Choice® Certification

The Contact Center Employer of Choice® Certification program is the industry standard for recognizing people centric, world class contact centers.

The CCEOC Brand

The program assesses, develops, certifies and brands customer interaction operations as employers of choice. It's designed specifically for the call center industry and incorporates the best attributes of first choice employer branding initiatives.

The Process

Proprietary measurement and analysis methodologies are used to assess the operation and determine eligibility for certification. There are 4 main components:

  1. The CCEOC Diagnostic Review is a targeted assessment designed to highlight the key areas of influence that will help you:

    • Understand your critical people issues better
    • Determine a projected CCEOC certification score
    • Develop a strategic positioning for a successful CCEOC certification
    • Become Contact Center Employer of Choice® subject matter experts & advocates
  2. Certification Assessment Survey

    Using the CCEOC Employee Survey©, we measure 10 Areas of Influence that have the biggest impact on employee engagement and compile feedback data to determine how employees really feel about their workplace. The overall survey score will determine whether you attain CCEOC certification.

  3. Plan for Continuous Improvement

    A Program Summary Report including data analysis and recommendations is reviewed and the plan for continuous improvement is discussed. This plan focuses on the key drivers that will have the greatest impact on improving engagement, satisfaction, quality and productivity with the ultimate goal of strengthening overall operational performance. Periodic reviews are scheduled to ensure that solutions are being implemented and results are being achieved.

  4. PR & Promotion Campaign

    A press release is prepared and distributed to targeted media outlets including traditional and on-line news wire services. A detailed profile is posted on the CCEOC website "Registry". An annual listing of certified centres appears on the CCEOC website and in a national call center magazine. Certified centers are promoted at industry leading trade shows and conferences.

CCEOC Committee

It is highly recommended that an internal CCEOC Committee is formed to manage the assessment process, handle all communication activities and develop action plans for implementing solutions.

Reporting, Analysis and Review

The overall certification score is typically reported within 5 business days. A Program Summary Report is produced containing an Executive Summary, Recommendations, Centre Profile, Data Summary Reports and an Overall Graphic Summary. The report provides analysis and targeted recommendations to help improve operational effectiveness and build a people focused culture. A one hour summary review is scheduled to discuss the findings and develop the plan for continuous improvement.

Certification Levels

A contact center must score a minimum of 60% on the CCEOC Survey© to achieve Bronze, 70% for Silver, 80% for Gold and 90% for Platinum.

Time Commitment

The Diagnostic Review is a 2 day on-site session. It takes approximately 10 days to complete the CCEOC Employee Survey. Certification status is delivered within 5 business days. An additional 2 - 3 weeks is required to complete the data analysis and produce the Program Summary Report. Further detailed reports are available including: Comparative Analysis, PvR Gap Charts and The CCEOC Best Practice Report. Some additional time may be required to produce these reports.

The Value for Your Organization

CCEOC certification provides you with the ability to improve employee engagement, pride, commitment and performance. As a result of implementing targeted solutions, contact centers have seen:

80% reduction in stress, 50% increase in productivity, 15% increase in employee satisfaction and engagement and 21% decrease in negative attrition.

Our clients have also experienced higher numbers of job candidates, enhanced market recognition and improved customer satisfaction.

Ongoing Benefits:

  • A more motivated, committed and engaged workforce
  • Improved performance and productivity
  • Increased and unbiased recognition as a great place to work
  • Improved customer satisfaction and loyalty
  • Improved ability to attract and retain great employees
  • Reduced recruitment and selection costs

Complete the Reality Check survey to find out if your contact center is ready for certification.
Contact us for your copy.