Winners received their awards at the Ottawa Convention Centre September 10, 2014.

Award finalists were required to meet stringent criteria, including a focus on people development, strong employee engagement programs, quality assurance, and customer satisfaction. Winning contact centers have sound channel management strategies in place, strong levels of employee satisfaction, and are active corporate citizens who support a variety of community-based events and charities.

The HGS Pembroke site, which employs nearly 400 customer care agents, provides 7/24/365 support to two major clients and handles nearly 2.5 million inbound calls a year. Some best-in-class practices that contributed to the win include:

• A robust employee reward, recognition, and bonus program that helped reduce attrition by 18% over the previous year and improved overall employee satisfaction.
• A consistent coaching culture, which led to formal recognition as a “Top Performing Vendor” for one of its clients.
• A tribe-based team structure that contributes to an atmosphere of performance competition.

On winning the award, Geoff Oakie, HGS SVP, Operations and IT, said, “At HGS, we’re very proud to be recognized as a contact center industry leader in the National Capital Region. The team in Pembroke consistently strives to achieve the highest standards of excellence for customers, employees and the community and this award is a great validation of that ongoing effort. Congratulations to the management and staff in Pembroke who have worked passionately to create a strong, open team environment focused on people, performance, and client partnerships.”

About the ORCCA 

The Ottawa Regional Contact Centre Association is a not-for-profit organization engaged in the facilitation of networking opportunities for Contact Centre professionals in Canada’s National Capital region.

Through a series of networking events, information sessions, site tours and workshops, ORCCA provides members with the opportunity to interact and discuss issues of current relevance to those in the contact center industry. Interest in the association has grown to a current membership of approximately 150 companies and individuals and also attracts over 400 organizations.

About Hinduja Global Solutions:   

HGS, part of the multi-billion dollar conglomerate Hinduja Group, is a world leader in Customer Relationship and Business Process Management, with a global footprint across North America, Latin America, Europe, Asia and Africa. With over three decades of experience with some of the world’s most recognized brands, it delivers the best practices that drive exceptional results for its clients. Its contact center solutions, back office transaction processing services, domain analytics and process consulting solutions combine operational excellence with functional expertise. It enjoys “Preferred Partner” status with most of its major clients. HGS currently serves 141 clients (excluding payroll processing clients) across sectors like Healthcare & Insurance, Banking & Financial Services, Consumer Products, and Telecommunications, Technology & Media. Our global delivery network comprises of 59 centers employing over 26,800 people worldwide. HGS had a turnover of around $412 million in FY2014.