Cmi Announces The 2010 Global Call Center Of The Year Award Winners, Selected For Embodying The Prin

MEDIA RELEASE PR40190


ICMI Announces the 2010 Global Call Center of the Year Award Winners, Selected for
Embodying the Principles of Effective Call Center Management, Customer Advocacy and
Employee Engagement

COLORADO SPRINGS, Colo., June 26 /PRNewswire-AsiaNet/ --

Capital One Selected as Large Call Center Winner; TransCore Freight
Services Selected as Small-Medium Call Center Winner

The International Customer Management Institute (ICMI) announced the 2010
Global Call Center of the Year Award winners at ACCE (Annual Call Center
Conference and Exhibition) on June 16, 2010. Capital One Financial
Corporation was selected as the outstanding call center in the Large Call
Center category (more than 75 agents), while TransCore's Commercial
Technology Group Freight Services was selected as the outstanding call center
in the Small-Medium Call Center category (75 agents or less).

"We are thrilled to formally recognize Capital One and TransCore as the
best of the best in the call center community," said Greg Levin, community
services manager for ICMI and chairperson of the Global Call Center of the
Year Awards Selection Committee.

"Both organizations exemplified the key principles of effective call
center management as well as a strong commitment to their customers and
agents. We applaud them on their achievement and wish them continued
success."

Capital One Financial Corporation is a Fortune 200 financial services
company serving approximately 45 million customer accounts worldwide. Its
call center, based in Richmond, Va., is strong in virtually every area, but
what stood out most about the center was its very strong agent retention
practices and exemplary workforce management tactics, as well as how the
contact center has embraced social media to enhance customer advocacy.

Ron Kaplan, Senior Manager- Market Intelligence, Capital One Corporate
Strategy; Heather Cox, Senior VP, Card Operations; Don Busick, Managing VP,
Card Operations; Tom York, VP, Card Operations; and James Mendelsohn, VP,
Corporate Strategy, accepted the award for Capital One.

"ICMI is one of the service industry's most widely recognized and
respected advisory organizations and it is truly an honor to receive this
award," said Heather Cox, senior vice president at Capital One. "Customer
service is a top priority for Capital One. We have taken a broad strategic
approach to bring excellence to customer care through innovative training
programs and a universal commitment to meet and exceed customer expectations.
More than anything though this is a tribute to the dedication and
professionalism of our customer service team and their efforts to provide the
best experience possible to Capital One customers."

TransCore's Commercial Technology Group is a leading transportation
solutions provider serving brokers, carriers, owner-operators and shippers in
the U.S. and Canada. Among the many strengths of TransCore's call center,
based in Portland, Ore., are its excellent quality monitoring practices and
results as well as its comprehensive and effective customer satisfaction
measurement and management tactics. TransCore is a two-time winner, awarded


the ICMI Global Call Center of the Year Award in 2007.

"To have received this award twice is a doubly great honor. It's
recognition of our commitment to consistent quality and customer focus,"
explained David Schrader, senior vice president Freight Services, TransCore
Commercial Technology.

Laura Mendoza, Senior Manager, Customer Support; Tamara Hart, Supervisor,
Customer Support; and AnnaAlicia Weller, Team Lead Customer Support, accepted
the award for TransCore.

ICMI presents its Global Call Center of the Year Awards annually,
recognizing outstanding customer care organizations that embody call center
excellence in the following ways:
-- Show a strong grasp of the core and advanced principles of effective
call center management
-- Measure the right metrics and consistently meet or exceed key
performance objectives - always mindful of each metric's impact on the
customer experience.
-- Sustain a positive work culture that fosters employee engagement,
development, and continuous improvement
-- Demonstrate innovation and progressive strategy in terms of people
management, processes and technology
-- Continually strive to strengthen the call center's role within and
strategic value to the larger organization

Call centers that win the Global Call Center of the Year award enjoy
worldwide recognition, enhanced customer and employee loyalty and
acquisition, and increased respect and support from senior management and key
departments within the enterprise.

The Global Call Center of the Year award winners were chosen by ICMI's
elite awards Selection Committee, made up of some of the leading consultants,
analysts and journalists in the call center industry.

For more details about the annual ICMI Global Call Center of the Year
Award, please visit http://www.icmi.com/icmi.aspx?c=107.

About Capital One Financial Corporation
Capital One Financial Corporation is a financial holding company whose
subsidiaries, which include Capital One, N.A. and Capital One Bank (USA), N.
A., had $117.8 billion in deposits and $200.7 billion in total managed
assets outstanding as of March 31, 2010. Headquartered in McLean, Virginia,
Capital One offers a broad spectrum of financial products and services to
consumers, small businesses and commercial clients. Capital One, N.A. has
approximately 1,000 branch locations primarily in New York, New Jersey,
Texas, Louisiana, Maryland, Virginia, and the District of Columbia.

About TransCore's Commercial Technology Group
TransCore's Commercial Technology Group is a leading provider of
transportation solutions in the United States and Canada serving brokers,
carriers, owner-operators and shippers with best-in-class products. Load
boards include Loadlink in Canada and 3sixty Freight Match powered by the DAT
Network in the United States, which has set the industry standard for the
spot freight marketplace since 1978. TransCore's asset tracking and in-cab
communications solutions feature the industry's fastest response times and
state-of-the-art satellite networking. TransCore provides fleet compliance,
distribution and intermodal services, automated carrier safety and insurance
monitoring, truckload rate indices for contract markets, and the most popular
broker logistics software.

About ICMI
The International Customer Management Institute (ICMI), celebrating its
25th anniversary in 2010, is the leading global provider of comprehensive
resources for customer management professionals - from frontline agents to


executives - who wish to improve contact center operations, empower contact
center employees, and enhance customer loyalty. ICMI's experienced and
dedicated team of industry insiders, analysts, and consultants are committed
to providing uncompromised objectivity and results-oriented vision through
the organization's respected lineup of professional services including:
Training and Certification, Consulting, Events, and Informational Resources.
Founded in 1985, ICMI continues to serve as one of the most established and
respected organizations in the call center industry. ICMI is a part of UBM
Live which provides leading integrated media solutions and professional
services across 20 different markets. Operating across the globe, its events,
training, publications, award programs, and websites offer professionals in
Interiors, Security, Venues, Customer Management, Safety & Health and
Facilities the ultimate experience in learning, networking, and business
development. For more information, visit http://www.icmi.com.


SOURCE: International Customer Management Institute (ICMI)/UBM Live

CONTACT: Marta Baker
ICMI, International Customer Management Institute,
+1-719-785-5364
[email protected]










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