FedEx Express Canada Achieves Contact Center Employer of Choice® Certification For Tenth Consecutive Year



James Anderson

FedEx Express Canada


MISSISSAUGA, Ontario, June 20, 2013 – CCEOC Inc. announced today that all three FedEx Express Canada Customer Service Centres have achieved the prestigious Contact Center Employer of Choice® designation for 2013. This is the tenth consecutive year FedEx Express Canada, a subsidiary of FedEx Corp. (NYSE: FDX), has achieved this certification and the fifth consecutive year the company has attained the Platinum level recognition.

The Contact Center Employer of Choice® (CCEOC) program has enabled FedEx Express Canada contact centres to enhance public perception of the organization, build exceptional work environments, and attract, retain and engage high-performing, culturally-aligned employees. By targeting the key recommendations outlined in the CCEOC Summary Reporting, FedEx Express Canada has increased call centre employee satisfaction, increased customer satisfaction and reduced call centre turnover. As a result of their success, FedEx Express Canada Customer Service Centres have become the global benchmark for measuring FedEx contact centres worldwide.

“FedEx Express Canada has achieved the Platinum ranking for the fifth year in a row. They are the highest-ranking contact centre and have been certified for 10 consecutive years. This is an incredible feat!” said Jeff Doran, president of CCEOC, Inc.

FedEx Express Canada has an exceptional continuous improvement culture. From their “People, Service, Profit” philosophy to their Purple Promise recognition program, they continue to focus on their people and see tremendous results.

“Their success with the CCEOC program is a testimonial to all the extraordinary effort and dedication in building a world-class culture where people are the most important part of the operation”, says Doran. “Being recognized as a certified CCEOC re-enforces FedEx Express Canada’s customer service division as a preferred employer and one of the best organizations to work for in the country.”

“Each day, FedEx Express Canada employees strive to make our customers’ experiences outstanding. FedEx Express Canada is committed to providing quality customer service and has earned a reputation for being an innovative market leader in all areas of our operation,” said Patsy Bertoia, managing director, FedEx Express Canada Customer Service. “This accolade is a direct result of the engagement of our employees who understand the unique needs of those we serve locally as well as globally.”

The Contact Center Employer of Choice® award is the industry standard for recognizing and branding people-centric contact centers. Through a proprietary assessment process, a contact center can quickly determine if it meets the qualification standards. A center can achieve one of four levels: Bronze, Silver, Gold or Platinum. Once the designation is achieved, the contact center is profiled on the official CCEOC corporate web-site, receives a prestigious framed certificate and is promoted through various print and electronic news channels. The CCEOC designation is valid for 12 months.

About FedEx Express

FedEx Express is the world’s largest express transportation company, providing fast and reliable delivery to every U.S. address and to more than 220 countries and territories. FedEx Express uses a global air-and-ground network to speed delivery of time-sensitive shipments, by a definite time and date with a money-back guarantee.

About FedEx Corp.

FedEx Corp. (NYSE: FDX) provides customers and businesses worldwide with a broad portfolio of transportation, e-commerce and business services. With annual revenues of $44 billion, the company offers integrated business applications through operating companies competing collectively and managed collaboratively, under the respected FedEx brand. Consistently ranked among the world’s most admired and trusted employers, FedEx inspires its more than 300,000 team members to remain “absolutely, positively” focused on safety, the highest ethical and professional standards and the needs of their customers and communities. For more information, visit


CCEOC Inc oversees the administration and delivery of the Contact Center Employer of Choice® Certification and Development program for regional, national and international contact centers. CCEOC consultants also work with corporate clients to assess, develop and advance CCEOC status and provide innovative programs to help build high-morale, high-performance operations. For more information on the Contact Center Employer of Choice® certification program or to find out more about CCEOC Inc.’s education and development services, email or call 416 886-7007.

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