The Ottawa Regional Contact Centre Association Presents City of Ottawa 3-1-1 Contact Centre Site Tour


City of Ottawa 3-1-1 Contact Centre Site Tour

Thursday March 27, 2014 at 110 Laurier Avenue West

Ottawa logoThe City of Ottawa 311 Client Services Centre was the proud recipient of the 2013 ORCCA Contact Centre of the Year Award. This award honors the contact centre with less than 100 employees which has enhanced the image of the call contact centre profession by setting and achieving the highest standards of excellence for customers, employees and the community.

The City of Ottawa 311 Client Services Centre is tasked with answering citizen calls and emails for 180 services offered by 10 different City Departments. It is also responsible for overseeing the staffing and performance of 7 walk-in satellite Client service centres located throughout the City.

Join us and you will see firsthand how the centre manages an environment of increasing complexity and demands, and is accomplishing the following:

  • Investment in new technology
  • Improvements in quality assurance
  • Enhanced First Call Resolution (FCR) rates
  • Cross-training of 311 staff at all service locations

Come and discover how the City of Ottawa excels.

RSVP to Register early, space is limited.

If you do not receive a confirmation, please email your registration to

Date: Thursday, March 27, 2013

Location: City Hall
110 Laurier Avenue West Ottawa, Ontario, K1P 1J1

Parking: Onsite public parking.

Time: 1:15 – 3:30 PM

Registration: Free to ORCCA members and $30.00 for non-members.

Thanks to ORCCA for the article.

Ottawa Regional Contact Centre Association Call for Nominations

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Ottawa Regional Contact Centre Association


We’re planning an extra special event this year for our 10th Anniversary! We’ll be celebrating in style at the new Ottawa Convention Centre on September 12th.

Call for Nominations

The Ottawa Regional Contact Centre Awards will publicly recognize Contact Centre Agents, Support Associates, Managers and Contact Centres who consistently deliver quality service to their internal and external customers.

A candidate nominated for a Contact Centre Award for Excellence acts as an ambassador who fulfills the vision of performance excellence in the eyes of the customer, the organization, and other team members. To be considered for this prestigious award, nominees will be required to qualify in four categories pertinent to their role.

Nominating is easy, just fill out the form linked below:

* 2013 ORCCA Award for AGENT Excellence

* 2013 ORCCA Award for SUPPORT of Excellence

* 2013 ORCCA Award for MANAGER Excellence

* 2013 ORCCA CONTACT CENTRE of the Year – Intent to Nominate

ORCCA Event- Employment Law and the Contact Centre!

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Thursday June 20, 2013 – Kanata Recreation Complex
Presented by: Dan Palayew – Partner with Heenan Blaikie

Employment Law and the Contact Centre!

Join us on June 20th, for another special presentation on the latest developments in employment law presented by our resident lawyer Dan Palayew, co-managing partner of the Ottawa Office and the practice group leader of the Ottawa Labour and Employment group. Dan regularly advises employers with respect to union organizing and certification, collective bargaining, injunctions, wrongful dismissal actions, employee terminations, labour arbitrations, pay equity, human rights, occupational health and safety, workplace safety and insurance and workplace privacy.

The focus of Dan’s session will be “Age in our Workforce” – Be careful what you ask & what you ask for!

Be sure to bring your questions for another one of Dan’s informative and interactive sessions! His presentations are always well attended so make sure you book early to reserve your space!

Date: Thursday, June 20, 2013

Time: 1:30 p.m. – 2:00 p.m. – Registration and Networking
2:00 p.m. – 4:00 p.m. – Presentation

Location: Kanata Recreation Complex – Program Room
100 Walter Baker Place (just off Terry Fox)

Cost: ORCCA Members – Free
Non-members – $30 payable in advance by Visa or MasterCard

RSVP to Register early, space is limited.
If you do not receive a confirmation, please email your registration to