Staff of City contact centres honoured

Released: November 21, 2013 at 3:32 p.m.
311 Contact Centre recognized for excellence in training and development; Handi-Transit / 311 / Utility Billing staff recognized

Winnipeg, MB - The City of Winnipeg was well represented when over 100 customer contact centres representing about 12,000 employees in Manitoba gathered to celebrate the achievements of their staff and programs at the Manitoba Excellence in Contact Centre Achievements (MECCA) Awards event, which was held on Thursday, November 14, 2013.

The City is a member of the Manitoba Customer Contact Centre Association (MCCA) through its 311 Contact Centre, Water and Waste Department Utility Billing Centre, and Handi-Transit Service Centre, which received important awards for excellence.

“I am very proud of our contact centre employees who work hard to assist our citizens, day in and day out, and I’m pleased to see them recognized for their excellent work," said Mayor Sam Katz.People Awards were presented to recognize dedication to customer service by leaders and service representatives:

Leader/Supervisor of the Year Awards were presented to the following nominees:

  • Gilbert Caners, Handi-Transit Service Centre
  • Rosalyn Gregorio, 311 Contact Centre

Representative of the Year Awards were presented to the following nominees:

  • Ryan Block, 311 Contact Centre
  • Lina Yanno, Handi-Transit Service Centre
  • Jessica Wachal, Utility Billing Centre

In addition to the People Awards, MECCA’s Organization Award for Training and Development (Small Centres category - under 99 seats), was presented to Sheri Thompson, Recruitment, Training and Coaching Coordinator, 311 Contact Centre by the MCCA judging committee.

The 311 Contact Centre receives about 1.7 million calls per year. Since opening in January 2009, the Centre has received over nine million calls, responded to approximately 240,000 email inquiries, and received more than 2,500 self-service requests submitted by citizens through 311 online or the recently-launched 311 mobile app.

The Utility Billing Centre manages customer inquiries from 197,650 account holders regarding water, sewer, and waste diversion fees.

Handi-Transit provides door-to-door transportation for people who are unable to regularly use the fixed-route Winnipeg Transit system. Handi-Transit's customer service representatives answer over 31,000 calls per month.

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