ING DIRECT Toronto Call Centre wins Gold Medal at Contact Center World North American Awards

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 Association.

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, on mobile devices at or by calling 1-800 ING DIRECT (1-800-464-3743).

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For further information:


Lisa Naccarato
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Amanda Petriglia

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