ICMI Announces the 2010 Global Call Center of the Year Awards FinalistsBy International Customer Management Institute icmiubm Live, PRNE
Thursday, May 13, 2010
Two outstanding call centers in the Large category and two in the Small-Medium category selected for embodying the principles of effective call center management, customer advocacy and employee engagement
COLORADO SPRINGS, Colorado, May 14, 2010 - The International Customer Management Institute (ICMI) has announced the
finalists for its 2010 Global Call Center of the Year Awards following a
highly competitive application and selection process.
The two finalists in the Large Call Center category are: 1) Capital One
Financial Corporation (Glenn Allen, Virginia), a Fortune 200 financial
services company serving approximately 45 million customer accounts
worldwide; and 2) New York Life Insurance Company - AARP Operations (Tampa,
Florida), a leading provider of insurance, annuity and investment products
and services for AARP members.
There was particularly intense competition in the Large Call Center
category this year, with several semifinalists deserving of some recognition,
including: Nationwide Insurance Claims Call Center; MedSolutions; VPI Pet
Insurance; and China Mobile Communications Group (Beijing branch).
In the Small/Medium Call Center category, the two 2010 finalists are: 1)
Parago Communications Canada Inc. (Miramichi, New Brunswick), an incentive
programs specialist aimed at motivating clients' customers, channel partners,
and sales force/employees; and 2) TransCore Freight Services (Beaverton,
Oregon), a leading transportation solutions provider serving brokers,
carriers, owner-operators and shippers in the U.S. and Canada - and the
recipient of the ICMI Global Call Center of the Year Award in 2007.
The winner in each category will be announced on June 16 in New Orleans
at the Annual Call Center Exhibition (ACCE) - ICMI's flagship conference.
Regardless of the outcome, each finalist is proud to have been selected
as a finalist for the coveted award.
"It's an honor to be recognized by ICMI as a finalist for this
prestigious award, and we at Capital One are thrilled that the industry is
taking notice of the enhanced level of service we provide our customers,"
says Heather Cox, Senior Vice President at Capital One. "Our associates are
committed to operational excellence and strive to delight our customers."
New York Life Insurance Company's Corporate Vice President, Victor
Verastegui, offers similar sentiments. "New York Life's selection as a
finalist for this prestigious industry award further validates the value of
clear alignment between our people, mission and vision, and our commitment to
delivering exceptional customer service, through a 'best-in-class' call
center operation. This recognition creates real employee value."
Juli Spottiswood, CEO and President of Parago, is very happy to see that
all her team's hard work in customer care is paying off. "We are very honored
to be recognized as a finalist by ICMI for the Small-to-Medium Call Center of
the Year. At Parago, call centers are a critical touch point for our clients
and their customers, and we have worked tirelessly to optimize that
And the people at TransCore are beaming over being selected as a finalist
a second time.
"After being named ICMI Call Center of the Year in 2007, we are delighted
to see TransCore return as a finalist for this year's award," says Laura
Mendoza, Senior Manager of Customer Support for TransCore. "To compete at
this level - again - shows TransCore's consistent delivery of excellent
ICMI presents its Global Call Center of the Year Awards annually,
recognizing outstanding customer care organizations that embody call center
excellence in the following ways:
- Show a strong grasp of the core and advanced principles of effective call center management - Measure the right metrics and consistently meet or exceed key performance objectives - always mindful of each metric's impact on the customer experience - Sustain a positive work culture that fosters employee engagement, development, and continuous improvement - Demonstrate innovation and progressive strategy in terms of people management, processes and technology - Continually strive to strengthen the call center's role within and strategic value to the larger organization
Narrowing down the award applicants to two in each category was no easy
task this year, according to ICMI's Community Services Manager and
Chairperson of the 2010 Global Call Center of the Year Selection Committee.
"The caliber of call centers that applied for the award was exceptionally
high - we on the committee deliberated for hours to make our final
selections," says Greg Levin, Community Service Manager, ICMI. "Having so
many organizations that have such outstanding processes and practices in
place and that demonstrate such a strong commitment to customers and agents
is a testament to how far the call center industry has come."
Call centers that win a Global Call Center of the Year award enjoy
worldwide recognition, enhanced customer and employee loyalty and
acquisition, and increased respect and support from senior management and key
departments within the enterprise.
For more details about the annual ICMI Global Call Center of the Year
Award, please visit www.icmi.com/icmi.aspx?c=107.
About Capital One Financial Corporation
Capital One Financial Corporation provides a broad spectrum of financial
products and services to consumers, small businesses and commercial clients.
A Fortune 200 company, Capital One serves approximately 45 million customer
accounts worldwide and has one of the most widely recognized brands in
About New York Life Insurance Company - AARP Operations
NY Life Insurance Company - AARP Operations provides financial security
and peace of mind through its insurance, annuity and investment products and
services. The company is uniquely aligned with its customers, protects their
future, and strives to earn their trust and loyalty.
About Parago Communications Canada Inc.
Parago is the innovative provider of rewards-based incentive solutions
that deploy technology to drive better results from consumers and sales
channels. Parago provides a full range of corporate and consumer incentive
programs to Fortune 500 companies. Its offerings include incentive solutions
targeted at customer acquisition and retention and sales and channel
About TransCore Freight Services
TransCore is the largest global supplier of Radio-frequency
identification (RFID) technology for transportation applications, with more
than 40.4 million tags and 63,000 readers distributed worldwide. TransCore
operates as a wholly owned subsidiary of Roper Industries.
The International Customer Management Institute (ICMI), celebrating its
25th anniversary in 2010, is the leading global provider of comprehensive
resources for customer management professionals - from frontline agents to
executives - who wish to improve contact center operations, empower contact
center employees, and enhance customer loyalty. ICMI's experienced and
dedicated team of industry insiders, analysts, and consultants are committed
to providing uncompromised objectivity and results-oriented vision through
the organization's respected lineup of professional services including:
Training and Certification, Consulting, Events, and Informational Resources.
Founded in 1985, ICMI continues to serve as one of the most established and
respected organizations in the call center industry.
ICMI is a part of UBM Live which provides leading integrated media
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For more information, visit www.icmi.com.
Marta Baker, ICMI, International Customer Management Institute, +1-719-785-5364, mbaker at icmi.com
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