Hinduja Global Solutions (HGS) Limited’s Pembroke, Ontario, site recently received the Contact Center of the Year award from the Ottawa Regional Contact Center Association (ORCCA). The award winners, which were announced earlier this month, were recognized for employee engagement, personnel development, quality assurance and customer satisfaction program.
ORCCA is a not-for-profit organization for contact center professionals in Canada's National Capital region, which encompasses the Ottawa-Gatineau metropolitan area in the province of Ontario. ORCCA has approximately 150 individual and company members as well as 400 participating organizations.
The award recognizes HGS Pembroke for its business practices that reportedly include an employee reward, recognition and bonus program that helped reduce attrition by 18 percent over the previous year and improved overall employee satisfaction; a coaching program; and its tribe-based team structure designed for performance competition.
Canada is a growing market for contact centers, with 10 percent of global contact center companies indicating they were considering a move to the country, according to Deloitte’s Global Contact Center Survey. That’s second only to the United States (at 30 percent) and equal to the growing Asia Pacific region, which is tied at 10 percent as well.
The HGS Pembroke site employs nearly 400 customer care agents. Employees provide 7/24/365 support to two major clients and handle nearly 2.5 million inbound calls a year.
"At HGS, we're very proud to be recognized as a contact center industry leader in the National Capital Region,” said Geoff Oakie, HGS senior vice president, operations and IT. “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."