CCEOC Success Story

FedEx Express Canada

Problem Recognition

• Labour shortage and increasing competition for highly skilled contact centre employees creating concern for meeting future growth targets.
• Employee engagement and satisfaction needs to improve to continue providing exceptional customer experiences

Goals & Objectives

• Position themselves as the preeminent contact centre employer in their regions.
• Create a unique and meaningful brand for the contact centre for internal and external recognition
• Increase customer satisfaction levels
• Improve employee satisfaction and engagement - reduce attrition
• Attract and retain the best talent – reduce time screening new applicants
• Gain a competitive advantage and differentiate themselves from the competition

Solution

• Trial CCEOC Certification program in largest center – Mississauga, 300 staff
• Management meeting – set up project plan
• Communication to all employees
• Management session – discuss program elements and gain deeper understanding of operation
• CCEOC Employee Survey – paper based. Results provided back within 5 working days
• Result of assessment: Met the minimum certification standard – very pleased
• Program summary report – summary review
• Recognized center with ceremony for employees, presented framed certificate, press releases issued, profiled on CCEOC website.
• 6 month review

Results

• Rolled program out to all 3 Canadian sites – all sites certified
• Analysed results in relation to corporate survey results
• Set up committees to address key recommendations and create a consistent view across the organization
• Used communication channels in creative ways to keep employees informed
• Employee satisfaction & engagement increased
• Stress has decreased by 40%
• Customer satisfaction increased significantly
• Turnover decreased from double to single digit percentages
• CCEOC designation is used in proposals as a competitive advantage for acquiring new business
• Designation is used for internal recognition on a global scale
• Canadian operation considered the benchmark for FedEx contact centers globally