TORONTO, Nov. 10, 2011 /CNW/ - ING DIRECT's Toronto contact centre took
top honours, earning a Gold Medal for Best Mid-Sized Contact Center at
the Contact Center World Finals held earlier this month in Las Vegas,
Nevada. Contact Center World is the global association for contact
centre best practices.
In June 2011, the Toronto contact centre also garnered a Gold Medal in
the same category at the Contact Center World North American Finals.
"It's a great honour to now be recognized globally for the outstanding
service our Toronto contact centre provides to Canadians," said David
Bradshaw, Vice President, Sales and Service, ING DIRECT Canada. "Our
front line associates, whether they're based in Toronto, Ottawa or in
our new Moncton contact centre, show true commitment to the values and
culture that foster the type of customer service and experience
acknowledged by this award. We're extremely proud of this achievement."
ING DIRECT's Toronto contact centre, which employs more than 200 people,
was selected from over 1,000 entries submitted by companies around the
world. Industry veterans judged entrants on everything from customer
satisfaction scores, call response times, training programs and
incentive packages provided to associates.
"This recognition is a testament to the hard work and dedication of our
employees," said Peter Aceto, President and CEO, ING DIRECT. "The
success of the ING DIRECT brand and business model is in part due to
the innovation and unique culture of our front line team. Customers
realize we're different and have something different to offer when they
interact with our associates. Our vision to help Canadians achieve
financial autonomy through simplification, great value and exceptional
service is brought to life every day through our contact centres."
Melanie Brooks, a Mortgage Account Manager at ING DIRECT's Toronto
contact centre won a Gold Medal as Best Contact Center Sales Agent. In
2010, Brooks was ING DIRECT's top producer of mortgage sales, funding
over 380 mortgage deals, which represents a 55% conversion rate, where
the required benchmark is 43%. Her sales contributed 8% of total new
mortgage funding to the bank.
"I'm very proud to be the recipient of this prestigious award," said
Brooks. "The wonderful culture at ING DIRECT, which includes great
training and development opportunities, employee recognition as well as
support from the ING DIRECT leadership team, has allowed me to excel in
my role in helping clients achieve their financial goals."
ING DIRECT's contact centres receive over 100,000 calls per month. All
calls are answered by associates located in Canada.
The Best Mid-Size Contact Center award is one of many received by ING
DIRECT contact centres, located in Toronto and Ottawa, in the past
year. Others include: Contact Centre Employer of Choice (CCEOC) Gold
Certification for being an employer of choice in the industry, a Silver
Medal at the Contact Centre World Awards for the Americas, a Gold Medal
from Contact Centre World for Best Workforce Management Professional;
and the Best Contact Centre from the Ottawa Regional Contact Centre
About ING DIRECT
ING DIRECT is Canada's leading direct bank with over 1.7 million Clients
and more than $37.6 billion in total assets. ING DIRECT gives the power
of saving to all Canadians by offering high-value, simple products such
as high interest savings accounts with no fees or service charges, low
rates on mortgages and a no-fee daily chequing account that actually
pays interest. Low cost, index based mutual funds are sold through ING
DIRECT Funds Limited. ING DIRECT has been operating in Canada since
1997 and paid more than $5 billion in interest to Clients. ING DIRECT
is open for banking 24 hours a day, 7 days a week, at ingdirect.ca, on mobile devices at m.ingdirect.ca or by calling 1-800 ING DIRECT (1-800-464-3743).
SOURCE ING DIRECT
For further information:
Lisa Naccarato, ING DIRECT