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Why
is a Contact Center Employer of Choice Brand Important?
A Contact Center Employer
of Choice™ brand gives you instant credibility
as a world class, employee focused organization.
Employer
of Choice companies are admired for their innovative
people programs and their ability to outperform
the competition. In today’s ultra-competitive
global market, contact centers must demonstrate
that they are a 'great place to work' in order
to attract, retain and engage the brightest
talent.
This is critical if they want to maintain their
leadership positions, grow their organizations
and increase shareholder value.
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What
is the Contact Center Employer of Choice™ program?
The program certifies
and brands contact centers as employers of choice.
A proprietary 2 phased evaluation is used to
assess current operations and a detailed summary
report helps you pinpoint specific areas for
improvement. The results
of the assessment determine if your contact
center meets the minimum standards to
qualify as a Contact Center Employer
of Choice™.
There are 3 levels of certification:
Standard, Gold and Platinum. Once standards
are met, your center is officially recognized
and presented with the prestigious Contact
Center Employer of Choice™ certificate.
You are then listed in the CCEOC Registry
- the official listing of certified Contact
Center Employers of Choice™.
You may also want to tap into our roster
of industry experts who will work with
you to improve areas you may be struggling
with. They can help you achieve and maintain
your Contact Center Employer of Choice™ status.
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Why is there
a need for an Employer of Choice program specific to
contact centers?
Contact centers seeking to
brand themselves as a Contact Center Employer
of Choice™ need to assess their operations
separately from the rest of the organization
for a number of reasons:
Their distinctive and self-contained
environment
The unique demands placed upon
their staff
Their methods of operation
External pressures
Specialized needs and concerns
of the employees
Rigid scheduling requirements
Contact Centers often develop their own subculture that can be different
from that of the corporation. They have their own language, performance
measures, dress code, hierarchical structure and social network.
It is possible that employer of choice companies are not operating
employer of choice contact centers. The reverse can also be true.
In addition, corporate surveys don't always provide the complete
picture.
This makes it even more important to conduct separate, third party
assessments.
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Why
should my contact center become a Contact Center
Employer of Choice™?
Being branded as a CCEOC satisfies 4 key challenges facing contact centers
today: 1) Motivating and engaging staff, 2) Elevating the status of your
operation, 3) Attracting great candidates and 4) Retaining great employees.
Contact Center Employers of Choice™ are recognized for their commitment
to excellence in these areas.
Contact centers that achieve CCEOC status and promote it will reap the
same rewards enjoyed by preferred employers around the world.
Better quality of candidates
Top employee retention
Reduced recruiting & training costs
Lower health benefits costs
Improved employee morale
Improved team performance
Improved customer service
A common purpose culture
Positive employment branding
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How
does a contact center achieve this designation?
The designation is achieved
by completing the CCEOC assessment and meeting
or exceeding the minimum qualification standards.
A proprietary survey and analysis methodology
are used to gather data and determine if a
contact center is eligible. Get in touch with
the Contact Center Employer of Choice organization
for more information on how to get started.
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