- Joins Scotiabank's Toronto Contact Centre in achieving Platinum
    designation -

    CALGARY, July 12 /CNW/ - CCEOC Inc. announced today that Scotiabank's
Calgary Customer Contact Centre has achieved the prestigious Platinum level
Contact Center Employer of Choice(R) (CCEOC) designation.
    It is the first Alberta contact centre to be certified as a Platinum
Contact Center Employer Of Choice(R). Scotiabank's Calgary centre attained the
highest level on its first assessment and joins an elite group of contact
centres recognized by this unique designation. Scotiabank's Toronto contact
centre also achieved Platinum certification in 2006.
    The bank's Calgary site pursued the Contact Center Employer of Choice(R)
certification to recognize the skill and dedication of its employees and help
build industry-wide recognition as a great place to work. They also saw it as
a unique opportunity to further develop their people focused culture and
create a competitive advantage for attracting, retaining and engaging top
talent. The CCEOC program's in-depth reporting and analysis has also helped
the centre's management gain a deeper understanding of key employee motivation
and satisfaction drivers. As a result, Scotiabank's Calgary centre will be
able to develop even more targeted people focused programs and further
position their operation as a market leader in service excellence.
    "Scotiabank's Calgary Contact Centre's dedication to developing a CCEOC
workplace and focusing on its employees has had a profound effect on employee
satisfaction and engagement," said Jeff Doran, President of CCEOC Inc. "The
centre scored very high in the Management/Employee Relations, Training &
Development, Environment & Facilities and Customer Satisfaction categories.
Being recognized as a CCEOC identifies the centre as a preferred employer and
one of the best contact centres to work for in the country."
    "It truly is a great accomplishment for our team at the contact centre,"
said Steve Lukey, Vice-President of Scotiabank's Calgary Customer Contact
Centre. "Everyone, from our front line and support employees to senior
management, works very hard to create an environment we can all be proud of.
This program provides great recognition, but most importantly, it will help us
become an even better operation providing high quality service to our
customers."
    The Contact Center Employer of Choice(R) award is the industry standard
for recognizing and branding people centric contact centres. CCEOC Inc.
created this program in response to an industry need for contact centres to
improve public perception and develop better work environments. Through a
proprietary, three-phased process, a contact centre can quickly determine if
they meet the qualification standards. There are four levels - Bronze, Silver,
Gold and Platinum. Once the designation is achieved, the contact centre is
profiled on the official CCEOC corporate web-site www.ccemployerofchoice.com,
receives a prestigious framed certificate and is promoted through various
media. In addition, the centre is now eligible to use the CCEOC insignia to
promote their new designation and is invited to participate in future CCEOC
events. Other organizations that have achieved certification include FedEx,
The Shopping Channel, Grand & Toy, NuComm International, Neteller, Rogers
Communications, Crawford Adjusters, CIBA Vision and Roche Diagnostics
ACCU-CHEK, to name a few.

    About Scotiabank Customer Contact Centres

    Scotiabank's Customer Contact Centres are located in Calgary, Toronto and
Halifax and provide service and sales for over 100 products and services for
retail and small business customers across Canada. Recently, the Scotiabank
Customer Contact Centre unit was awarded 'Best Contact Centre in the Americas
in 2006' by ContactCentreWorld.com. The Scotiabank Customer Contact Centres
contribute to the sales and service delivery of over 7.2 million customer
calls annually, both inbound and outbound.
    Scotiabank is one of North America's premier financial institutions and
Canada's most international bank. With more than 58,000 employees, Scotiabank
Group and its affiliates serve about 12 million customers in some 50 countries
around the world. Scotiabank offers a diverse range of products and services
including personal, commercial, corporate and investment banking. With
$412 billion in assets (as at April 30, 2007), Scotiabank trades on the
Toronto (BNS) and New York (BNS) Stock Exchanges. For more information please
visit www.scotiabank.com.

    About CCEOC Inc.

    CCEOC Inc. is an experienced team of contact center experts, academics
and analysts who oversee the Contact Center Employer of Choice(R)
Certification and Development program. Since 2003, CCEOC has delivered the
program for regional, national and international contact centers. As a result,
our clients have seen improved employee satisfaction, reduced stress, higher
performance, lower turnover and increased customer satisfaction.
    Our experts also work with corporate clients to assess, develop and
advance their people focused cultures. CCEOC provides a wide variety of
innovative programs to help build high-morale, high-performance operations.
For more information on the Contact Center Employer of Choice(R) certification
program or to find out more about CCEOC Inc.'s education and development
services, email info@ccemployerofchoice.com or call 416 886-7007.