Blue Ocean Contact Centers, a recognized leader in providing outsourced customer service solutions for global brands, received contact center awards for Best Outsourced Customer Service, Best Use of Social Media in the Contact Center, and Best Recruitment Campaign. The awards were announced at the 2014 ContactCenterWorld Top Ranking Performers of the Americas Conference in Orlando, Florida (June 16th – 19th).
ContactCenterWorld is the global association for contact center best practices. The organization provides world-class research, conferences, awards, and information on best practices in the contact center world. Each year, ContactCenterWorld brings together the call center industry’s brightest minds including leadership, operations managers, trainers, and the frontline personnel to discuss best practices firsthand with each other.
“Being recognized by peers who are industry leaders themselves is rewarding and humbling,” says Andrew O’Brien, President and Chief Operating Officer, “We work hard to cultivate a unique culture and programs that deliver meaningful results. We are among the best in the world at Outsourced Customer Service solutions and at the same time, we are constantly looking to avenues such as ContactCenterWorld to bring new innovative ideas and best practices to our clients.”
As gold medalists in two categories in Orlando, Blue Ocean will be competing on the world stage in November when the industry gathers for global awards in Las Vegas with finalists from the Americas, Europe, and Asia Pacific.
Blue Ocean was recognized for Best Outsourced Customer Service for Large Centers. This award was earned from Blue Ocean’s work with their client in the online grocery sector. Blue Ocean’s submission in this category focused on how Blue Ocean was able to provide exceptional service during extraordinary circumstances such as the challenges surrounding Thanksgiving 2013 when the American holiday collided with the first night of Hanukkah.
Blue Ocean also came home with the top prize for Best Recruitment Campaign. It was a tough category with outstanding competition from industry peers. The entry was focused on an agent recruiting campaign that Blue Ocean launched in 2013 that would grab attention and engage the target audience of jobseekers. The campaign included the launch of a tongue-in-cheek video titled “All Contact Center Jobs Suck” which pokes fun at the negative perceptions of the contact center industry. Blue Ocean was able to turn that industry stereotype on its head and attract both jaded contact center survivors and those fearful of the contact center experience to apply to Blue Ocean. Job postings produced record spikes in applications and the Fall Frenzy Referral Campaign produced a 30% increase in applications from referrals.
Blue Ocean’s social media team also received a silver award for Best Use of Social Media in the Contact Center. Blue Ocean’s entry was focused on their strategic and innovative use of Facebook as an engagement tool to foster a strong community of current employees across multiple client projects, two centers, and a wide variety of shifts. This is the second year in a row that Blue Ocean was recognized for Social Media excellence. In 2013, they were awarded the gold medal in this category for the social media support they provide on behalf of a leading US-based grocery retailer.