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Insight Center Community Bank

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Harland Clarke Named Contact Center of the Year

Contact Center of the Year award
Jill O’Brien, Selena Huff, Aranya De Sola, MariLee Marshall, Rose Rodriguez, JT Espinoza, Tracy Gudmundson, Jenniffer Bernas, Laura Chesley, Melissa Klug, Kaari Swope

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’s San Antonio contact centers have 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,
    onboarding, training, and performance and talent management
  • Alignment of daily contact center operations and customer interaction to the company’s vision and values

The PTMA Excellence Awards competition took place over a three-month period and included a rigorous application, site visits and presentations before a professional panel of contact center experts. Harland Clarke won awards in three of the four categories for which the company was eligible.