TK: Albridge Solutions has participated in the CCEOC program for 4 years now. Our initial diagnostic review and the subsequent survey revealed several issues between management and the service professionals that needed to be addressed. Based on the results of our first survey in early 2007, we set up committees in order to focus on the 5 lowest scoring categories. We used the CCEOC Plan for Continuous Improvement Template and conducted brainstorming sessions with management and associates until we formulated a detailed plan complete with milestones to gauge progress. We have been surveyed 3 consecutive years and continue to use the results each year to create new plans for continuous improvement.

TK: We used several communication channels to communicate the benefits that both our associates and clients would see as a result of the CCEOC Program. CCEOC was a topic of conversation at every team and department meeting. Management reported on progress of the tasks within the plan and stressed the reasoning behind using CCEOC. The goal was to continuously work on creating a better and more enjoyable environment to work in as well as how that would translate into better client experiences. We also communicated via a periodic newsletter that went to the team called "The Grindenwald".

TK: As measured by our year over year CCEOC survey data over the last 3 years our employee satisfaction scores have improved drastically from 47% in 2008 to 67% in 2009 and ultimately 87% in 2010. Additionally, employee engagement scores have climbed impressively as well starting at 64% in 2008 moving to 69% in 2009 and ultimately 87% in 2010.

TK: As measured by our year over year CCEOC survey data over the last 3 years our employee satisfaction scores have improved drastically from 47% in 2008 to 67% in 2009 and ultimately 87% in 2010. Additionally, employee engagement scores have climbed impressively as well starting at 64% in 2008 moving to 69% in 2009 and ultimately 87% in 2010.

TK: Productivity has significantly increased over the past 3 years as a result of CCEOC and other initiatives such as upgrades to our training and call sampling programs. Below is a snapshot of the increase in call-per-rep productivity.

TK: Productivity has significantly increased over the past 3 years as a result of CCEOC and other initiatives such as upgrades to our training and call sampling programs. Below is a snapshot of the increase in call-per-rep productivity.

TK: The CCEOC brand is used in response to RFP's by prospective clients when it pertains to questions about the Albridge Service Team. Additionally, all presentations made to prospective or existing clients include a discussion about our CCEOC certification. We talk about CCEOC as part of our continuous effort to focus on our people programs at Albridge. CCEOC is also used in our recruiting process. It is integral for candidates to understand that we focus on developing our people and creating a positive work environment for them. We have also encouraged clients to explore the CCEOC Program as well as our new parent company.

TK: Albridge recently encouraged the Service Team to celebrate our accomplishment of achieving Gold Level this year. The company funded a night out at a local establishment which was well attended by our CS and Service Quality Team's as well as senior management. Senior Managers took the time to recognize the team for its accomplishments and explained how it positively impacted Albridge Solutions business.

TK: Albridge Solutions contact center operation scored 80% on the CCEOC Employee Survey^© to certify as Gold Level. This is a 15 percentage point increase over the previous assessment score and a 33 point increase over the previous 2 assessments. This is the biggest consecutive increase by any contact center in the CCEOC program. This has been very motivating. CCEOC has helped us increase our employee satisfaction and engagement scores and in doing so helped us increase productivity and improve the service we provide our clients.

TK: My pleasure.