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Harland Clarke Named Contact Center of the Year

Thursday, June 23, 2011

Leading Provider to Financial Services Industry Also Takes Top Honors for Employee Engagement and Best Use of Technology


SAN ANTONIO, TX – June 23, 2011 – 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.

“The judges were very impressed with all aspects of Harland Clarke’s service delivery,” said PTMA President Debbie Winans. “It was evident that every employee was deeply committed to the goals and objectives of the company.”
 
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
  • Alignment of daily contact center operations and customer interaction to the company’s vision and values

“We are truly honored to receive this recognition,” said Kaari Swope, Harland Clarke’s senior vice president of Contact Center Services. “It speaks to the extraordinary commitment, focus, knowledge and, most importantly, results that our Contact Center team delivers on behalf of our clients.”

 “The exceptional service our Contact Centers provide each day is another example of how we help our clients enhance their customer relationships and achieve success,” said Jana Schmidt, executive vice president, Sales and Marketing for Harland Clarke.
 
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 in which the company was eligible.

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About Harland Clarke Corp.
Harland Clarke Corp. is a leading provider of best-in-class integrated payment solutions, marketing services and security solutions. It serves clients in multiple industries, including financial services, retail, healthcare, insurance, and telecommunications, and ranging in size from major corporate brands and trade groups to micro-businesses and individual consumers. Within its payment solutions business, Harland Clarke provides needed products and services to nearly 11,000 banks, credit unions and major investment firms. Harland Clarke Marketing Services’ portfolio is expansive, with a dozen solutions designed to address the needs of banks and credit unions and their account holders through life cycle management. Harland Clarke delivers integrated marketing campaigns focused on acquisition, onboarding, engagement, retention, and cross-selling, utilizing extensive print, phone and email channels for campaign execution. Headquartered in San Antonio, Texas, Harland Clarke employs nearly 4,300 people nationwide and operates manufacturing and contact center facilities in multiple states and communities. Harland Clarke is a wholly-owned subsidiary of Harland Clarke Holdings Corp., which also owns Harland Financial Solutions and Scantron Corporation.

About PTMA
The Professional Teleservice Management Association is a professional not-for-profit organization whose members represent customer contact organizations, community alliances, and the suppliers who support them. Its mission is to provide a forum to promote the knowledge of people, technology and education through the sharing of concepts, tools and best practices. PTMA members represent leading companies of all industries, committed to offering excellent customer service and a rewarding work environment. PTMA opens a world of best practices and networking opportunities for members, its corporate partners and community leaders in South Texas.