LoyaltyOne Team Outshines the Competition at Contact Centre World Awards

Customer Care Team Wins Three Gold, Five Silver, Two Bronze and Two Runner-Up Finishes

TORONTO, July 31, 2012 /CNW/ - With the prestige of an Olympic finish, LoyaltyOne celebrates an outstanding achievement by its AIR MILES Customer Care team at the Contact Centre World Regional Awards, collecting three Gold, five Silver, two Bronze and two runner-up finishes!

In addition, the LoyaltyOne Work at Home Program also received Gold status achievement as the BestHome/Remote Agent Program.

Before a group of 100 contact centre peers, in Orlando Florida last month, members of the AIR MILES Customer Care team presented best practices in front of competitors from companies including Scotiabank International, ING Direct, Fidelity Canada, and Costco. Those associates who achieved Gold status will now go on to compete against the best in the world at the Contact Centre World Finals in Las Vegas, Nevada this October.

This was the first year AIR MILES Customer Care associates participated in the awards program, often referred to as the ultimate awards in the contact centre industry.  Contact Centre World (www.contactcenterworld.com) has over 129,000 members and is one of the largest contact centre organizations in the world.

"This recognition is a testament to the hard work and dedication of our AIR MILES Customer Care associates, said Bryan Pearson, President, LoyaltyOne. "They show true commitment to our collective values by delivering a superior customer experience for our Collectors each and every day."

The AIR MILES Customer Care team received the following awards:

Home/Remote Agent Program

  • Gold

Best Green Contact Centre

  • Gold

Best Medium Contact Centre 250+ (in house)

  • Silver

Best Supervisor

  • Gold - Rennee Smith
  • Silver - Albany Gamero,
  • Bronze - Kelly Reynolds

Best Trainer

  • Silver - Nathalie Clavet

Best Sales Professional

  • Silver - Ann Jim

Best Executive Silver - Fawzia Drakes

Best Quality Auditor

  • Bronze - Maria Dimaculangan

Best Manager

  • Runner-up - Kiran Hayat-Dhanani
  • Runner - up - Marie-Louise Gorinsky

"The Customer Care team has been working hard all year and we are thrilled to see their successes recognized on a global stage," said Sharmane Good, Senior Vice President, Customer Care AIR MILES Reward Program. "Despite a 25 percent increase in call volume our associates maintain an exceptional level of customer service, making a meaningful difference to our Collector experience."

Contact Center World is The Global Association for Contact Center Best Practices & Networking. Today they have over 129,302 corporate 'individual' members that have joined the association's website www.contactcenterworld.com. The awards program is unique with four key elements including recognition, rankings (domestic and international), elite benchmarking and it's Best Practices Conference in which winners are recognized by their peers.

About LoyaltyOne

LoyaltyOne is a global leader in the design and implementation of coalition loyalty programs, customer analytics and loyalty management solutions for Fortune 1000 clients around the world. LoyaltyOne's unparalleled track record in the loyalty marketplace stems from its unique combination of pragmatic, hands-on experience and continuous thought leadership. LoyaltyOne has over 20 years history leveraging data-driven insights to develop and operate some of the world's most effective loyalty programs and customer-centric solutions. These include the AIR MILES Reward Program, North America's premier coalition loyalty program and a working partnership with Latin America's leading coalition program, dotz.  LoyaltyOne is also the equity partner of Direxions, a loyalty pioneer headquartered in India and the owner of COLLOQUY, a group dedicated to research, publishing and education for the global loyalty industry. LoyaltyOne is an Alliance Data company.  For more information, visit www.loyalty.com

About the AIR MILES® Reward Program

Founded in 1992, the AIR MILES Reward Program is Canada's premier coalition loyalty program with more than 10 million active Collector accounts, representing approximately two-thirds of all Canadian households. AIR MILES Collectors can earn reward miles simply by doing their everyday shopping at more than 220 leading brand-name Sponsors, representing thousands of retail and service locations across Canada and leading global brands online. Collectors can indulge in more than 1200 leisure, entertainment, merchandise, travel and a range of accredited, environmentally-friendly lifestyle rewards. With AIR MILES Cash, Collectors can also have the flexibility to instantly redeem their AIR MILES reward miles in-store towards many everyday and high value purchases like gas, grocery, drug store items and home improvement purchases at participating Sponsors.

SOURCE: LoyaltyOne

For further information:

Nicole Rogers


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