2007 Call Center Award Winners

Call Center of the Year Award

Organization	Criteria
Scotiabank (Halifax)	Highest Combined Customer and Employee Satisfaction

Call Center World Class Call Certification

Organization	Criteria
Blue Cross & Blue Shield of Rhode Island CAA Insurance Company (Ontario) CUETS (Regina) GMAC Financial Services (Eugene/Wichita) Marriott Systems Support Center Purolator Courier (Moncton) Scotiabank (Halifax) VSP Vision Care (East & West)	Performed at the world class call customer satisfaction and call resolution level for 6 months or more

Customer Satisfaction & First Call Resolution Awards

Highest Customer Satisfaction for the Call Center Industry Awards
Organization	Award
Davis + Henderson Davis + Henderson The Schwan Food Company CIBC	Highest Call Center Industry Customer Satisfaction Highest First Call Resolution (FCR) Best Selling Customer Satisfaction Highest IVR Customer Satisfaction

Highest Customer Satisfaction by Industry Awards
Organization	Award
Scotiabank Jackson National Life Insurance VSP Vision Care Blue Cross & Blue Shield of Kansas Davis + Henderson ATCO I-Tek / Sierra Pacific Resources (Tie) Cogeco Purolator Courier Marriott Systems Support Center Region of Halton	Banking Financial Insurance Health Care Retail/Service Energy Telecommunications/TV Union Helpdesk Government

FCR/Csat Improvement Awards
Organization		Criteria
ATCO I-Tek Blue Cross & Blue Shield of Rhode Island Cogeco Fido		Criteria is defined as an improvement in FCR and or Csat greater than 8%

World Class Customer Satisfaction Awards
Organization		Criteria
Blue Cross & Blue Shield of Kansas Canadian Tire Financial Services (CRCC) Canadian Tire Financial Services (Roadside Assistance / PDG) CitiFinancial Credit Operations (Tempe) CUETS (Regina) Davis + Henderson Discover Financial Services LLC Golden Casket Jackson National Life Insurance Marriott Systems Support Center Purolator Courier (Moncton) Region of Halton Scotiabank (Halifax) Sun Life Financial Group Retirement Services (Montreal & Waterloo) The Schwan Food Company VSP Vision Care (East & West)		Criteria is defined as an achievement of 80% or higher of call center customers rating their experience as very satisfied (top box response

Employee Satisfaction Awards

Highest Employee Satisfaction for the Call Center Industry Award
Organization		Criteria
Canadian Tire Financial Services		Highest Call Center Industry Employee Satisfaction

Highest Employee Satisfaction by Industry Awards
Organization	Award	Criteria
Scotiabank Canadian Tire Financial Services VSP Vision Care	Banking Financial Insurance	Criteria used for highest employee satisfaction for each specific industry are based on having the highest employee overall very satisfied (top box response) rating with working in their call center

World Class Employee Satisfaction Awards
Organization		Criteria
Canadian Tire Financial Services (CSG) Canadian Tire Financial Services (Corp) Scotiabank (Halifax)		Criteria is defined as 50% or higher of call center employees rate their experience as very satisfied (top box response)