TORONTO, June 23, 2011 /CNW/ - ING DIRECT's Toronto Call Centre has won
a coveted Contact Center World Gold Medal as Best Mid-Sized Contact
Center at the Contact Center World North American finals. Contact
Center World is the global association for contact centre best
practices. The awards were announced at a conference in Orlando,
Florida earlier this month.
ING DIRECT's Toronto call 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.
Melanie Brooks, a Mortgage Account Manager at ING DIRECT's Toronto call
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.
"We are honoured to be recognized for the outstanding service we provide
through our call centres," said Peter Aceto, President & CEO at
ING DIRECT in Canada. "This award is a result of our special culture,
which is rooted in providing the best customer experience possible for
our customers, something we excel at through hiring the best people,
training and development, and empowering our front line associates to
service clients with a 'one and done' approach. Receiving this
recognition for all of North America is a tremendous achievement for
our team and reinforces our vision to help Canadians achieve financial
freedom through simplification, wonderful service and great value in
all that we do."
ING DIRECT's call centres receive over 100,000 calls per month, and 68%
of those calls are answered by an associate with one touch of a button
in less than a minute. From a client's perspective, the call centre
experience is easy, fast and friendly.
The Best Mid-Size Contact Center award is one of many received by ING
DIRECT call 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 $4.5 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).
Follow Peter Aceto on Twitter at: Twitter.com/CEO_INGDIRECT
And find ING DIRECT at: Facebook.com/SuperStarSaver; Twitter.com/SuperStarSaver; YouTube.com/SuperStarSaver
SOURCE ING DIRECT
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