SAN ANTONIO (6/24/11)--The Professional Teleservice Management Association (PTMA) has named Harland Clarke the 2011 Contact Center of the Year among contact centers with more than 75 seats. PTMA also presented Harland Clarke with honors for “Best Employee Engagement Practices” and “Best Use of Technology” as part of the association’s annual Excellence Awards, which recognize outstanding contact centers in South Texas. Harland Clarke, offering direct marketing services, member identity protection, check delivery and anti-fraud products, contact center services, and share draft/check printing, is a CUNA Strategic Services provider. Harland Clarke’s San Antonio contact centers employ 600 employees and manage customer-care calls for nearly 11,000 financial institutions. PTMA noted several best practices demonstrated by Harland Clarke, including:
* Integration of individual development plans into daily employee performance; * Use of industry-leading technology at every employee interaction, including hiring, on-boarding, training, and performance and talent management; and * Alignment of daily contact center operations and customer interaction to the company’s vision and values.
“It speaks to the extraordinary commitment, focus, knowledge and, most importantly, results that our contact center team delivers on behalf of our clients,” Kaari Swope, Harland Clarke’s senior vice president of contact center services, said of the honor. The PTMA Excellence Awards competition took place over a three-month period and included an application, site visits and presentations before a professional panel of contact center experts. Harland Clarke won awards in three of the four categories in which the company was eligible.