Winner: 2012 Call Center Award

'Best Learning, Development and Recognition Program Award' recognizes Pioneer Services' commitment to team members

The "Call Center Awards" recognize and promote the most innovative call center solutions and individuals, with the goal of finding companies that have superior call centers, and then having those organizations share their knowledge at an annual conference. Pioneer Services, the military banking division of MidCountry Bank, was one of the organizations so honored, being named the first winner in the "Best Contact Center Learning, Development & Recognition Program" category, which was new for 2011. The company was selected for its ELITE culture of recognition and for empowering team members to find solutions for its military customers.

The award was presented at the 12th Annual Call Center Week, which is put on by the International Quality & Productivity Center (IQPC), which helps creates forums for sharing ideas, best practices and solutions within the business community. This included a roundtable featuring the winners of the Call Center Awards, during which Pioneer Services was asked about how the company has created such an empowered culture.

"We received a lot of questions about how we use an engaged employee culture to increase our customer service," said Jeff Heinzelman, director of customer operations. "For us, having team members who are able to make decisions in the best interests of our customers, all while having the chance to be recognized for superior results and behaviors, have been keys to our success. It all adds up to lower turnover, better morale, and consistently great financial results."