j2 Global Wins Excellence Award for Contact Centre of the Year
j2 Global, Inc. (NASDAQ:JCOM) , the leading provider of business cloud and digital media services, today announced that its Ottawa-based Customer Support facility has won the 2014 ORCCA Contact Centre of the Year Award. The Centre is j2’s main service facility and is responsible for providing support to j2’s cloud services customers in the US and Canada, including the Campaigner(R), eFax(R), eVoice(R) and Onebox(R) brands.
The Ottawa Regional Contact Centre Association (ORCCA) honors businesses annually with its Contact Centre Excellence Award. ORCCA’s judges award businesses based on stringent criteria including a focus on people development, strong employee-engagement programs, quality assurance and customer satisfaction. j2 Global’s Ottawa-based Customer Support facility was named the 2014 Contact Centre of the Year in the 26-to-100 agent category.
The 11th annual ORCCA award ceremony was held September 10 at the Ottawa Convention Centre. Twenty-two j2 Global employees were recognized individually for outstanding performance in the following categories:
Contact Centre Award for Agent Excellence
Twelve j2 Global employees were awarded with Agent Excellence. A candidate nominated for this award consistently serves external customers with professionalism, while acting as an ambassador who fulfills the vision of the organization in the eyes of the customer and other team members.
Contact Centre Award for Support Excellence
Six j2 Global employees were awarded with Support Excellence. A candidate nominated for this award consistently supports internal and external customers with professionalism while acting as an ambassador to fulfill the vision of the organization.
Contact Centre Award for Manager Excellence
Four j2 Global employees were awarded with Manager Excellence. A candidate nominated for this award is recognized as a leader who has demonstrated leadership and innovation, and has had a positive impact on his or her team, workplace environment and performance.
ORCCA’s press release describes the Contact Centre Excellence Awards winners as follows: “Best in Class contact centres have qualities and characteristics that set them above the rest, not only by providing service excellence for their customers, but also by providing the same level of care and excellence to their employees and their community.” The announcement continued, “j2 offers an energetic and collaborative environment that fosters ingenuity and invention.”
Contact Centre Award Scoring
Selection for the 2014 Contact Centre of the Year award was led by an independent team of experts. Submissions were calibrated by the selection team and augmented with scores from site visits. Each nominated center was measured against the following eight criteria:
1. Performance Management
2. Workforce Management
3. Front Line Tools
4. Human Resources/Recruiting
7. Employee/Customer Satisfaction
“Always being available to help our customers, no matter what time of day or day of the year, and no matter where they are in the world, has always been priority number one for us,” said Hemi Zucker, CEO of j2 Global. “Being honored by ORCCA as its Contact Centre of the Year is a tremendous honor and tells us that our customers and community recognize that j2 delivers on its promise to be there to offer superior support, day and night. I couldn’t be prouder of our Customer Support team.”
This award comes just weeks after another j2 brand, Campaigner Email Marketing, won a Silver Stevie(R) Award as “Customer Service Team of the Year” at the 11th Annual International Business Awards held in August in Paris, France. That j2 award announcement can be found here.
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About j2 Global
j2 Global, Inc. provides Internet services through two divisions: Business Cloud Services and Digital Media. The Business Cloud Services Division offers Internet fax, virtual phone, hosted email, email marketing, online backup, unified communications and CRM solutions. It markets its services principally under the brand names eFax(R), eVoice(R), FuseMail(R), Campaigner(R), KeepItSafe(R), Livedrive(R) and Onebox(R), and operates a messaging network spanning 49 countries on six continents. The Digital Media Division offers technology, gaming and lifestyle content through its digital properties, which include PCMag.com, IGN.com, AskMen.com, Toolbox.com and others. The Digital Media Division also operates NetShelter(R) Powered by BuyerBase(R), an advanced digital ad targeting platform, and Ziff Davis B2B, a leading provider of research to enterprise buyers and leads to IT vendors. As of December 31, 2013, j2 had achieved 18 consecutive fiscal years of revenue growth. For more information about j2, please visit www.j2global.com.
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