Industry News | March 29, 2010

Food Provider's Customer Care to Come Through Utah

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Northern California–based baked goods manufacturer Otis Spunkmeyer Inc. announced that in order to support demand and anticipated future growth, three Otis Spunkmeyer customer contact centers (CCCs) will be relocated to a new Ogden, Utah, facility. A celebration on February 25 at Business Depot Ogden (BDO) complete with a ribbon-cutting ceremony marked the dedication of the new CCC about 30 miles north of Salt Lake City.

Migration from existing CCCs located in Cincinnati, Los Angeles, and Cayce, South Carolina, began in March. In consideration for Otis Spunkmeyer CCC team members and the customer base the transition is to be achieved over an 8–10-week period through June. Seventy employees are expected to be in place by the end of June, with a full complement of 85 employees by August 1. Approximately 20 percent of the staff will come from team members relocating to the new facility.

“Achieving our goals of being an employer of choice and delivering legendary customer care depends on elevating the experiences we create for both our team members and our customers,” says Kym Cadle, Otis Spunkmeyer director of customer care. “The time is right to consolidate into a modern facility where we can enable a heightened service culture. The strategy is based on the ‘Power of One’ approach: One Culture, One Leadership Team, One Training Experience result in One Employee and One Customer Experience.

“Ogden was selected after an extensive search in partnership with the Labor Analytics Group, for a number of reasons,” Cadle says. “Key considerations were the people of the community and their genuine service orientation, the positive energy and the outstanding quality of life the area offers.” In 2009, the United Health Foundation named Utah as one of the nation’s Healthiest Places to Live and Forbes magazine recently noted Ogden among the nation’s Top 10 Most Affordable Places to Live.

The new CCC, located in the Business Depot Ogden business park, encompasses 16,000 square feet. Creative architecture allows for an open ceiling and floor plan that delivers natural light throughout the space by way of low frosted glass cubicle dividers, high exterior windows, and three large skylights over the open office areas.

Amenities available for employees include BDO Fitness Facility membership (including basketball and racquetball courts, full gym equipment, and onsite spa services) a video gaming room, and a tranquil lactation room for nursing mothers. A new, technologically advanced phone and CRM system is being launched in conjunction with the ramp up.

"This is an exciting move for Otis Spunkmeyer and we are very happy to be establishing a customer contact center here in Ogden," John Schiavo, president and CEO said at the ribbon-cutting ceremony. "This state-of-the-art facility puts our people first and will provide our thousands of customers with the best service and support in the business. We are looking forward to a long and prosperous affiliation with the Ogden community."

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