King Arthur Flour Named Finalist for Global Call Center of the Year Award

International Customer Management Institute Award Considers High-Performing Call Centers Worldwide

The Baker’s Catalogue customer service call center at King Arthur Flour, a 100 percentemployee-owned company, was chosen this week as a finalist in the 2007 Global Call Center of the Year Award competition.The award honors the very best call centers within the worldwide membership community of the International Customer Management Institute; The Baker’s Catalogue call center is one of only two remaining in the Small-to-Medium category.

“Our knowledgeable and dedicated call center team strives to offer our customers the best possible service. Our customershave rewarded us for those efforts by remaining dedicated and loyal to us and supporting our growth, and we feel honored tobe recognized by our peers now, too,” said Baker’s Catalogue Customer Support Director Kelly Mousley. “This awardcompetition attracts the best call centers in the world, and becoming a finalist is cause enough for celebration!”

The roughly two dozen customer service agents at The Baker’s Catalogue participate in extensive and ongoing training to notonly assist customers in ordering products but also answer baking-related questions on the Baker’s Hotline. With a passion for baking and a sense of accountability to their customers and coworkers, they offer in-depth knowledge and personal attentionas “the premier baking resource.”

The Global Call Center of the Year Award, now in its fourth year, recognizes outstanding contact center operations and is“open to all high-performing call centers everywhere.” As a finalist, The Baker’s Catalogue’s call center will undergo a sitevisit and interviews with ICMI judges. Award winners will be announced at the Annual Call Center Exhibition in San Diego on Sept. 11, 2007.

America’s oldest flour company, King Arthur Flour was founded in Boston, Mass., in 1790 and moved its headquarters to Vermont in 1984. The company has grown since then from a regional staple to a brand known nationwide for its purity and consistent quality; from a small mail-order business with five employees in 1990 to the premier baking resource with nearly 200 employees today; from a family-owned operation for five generations to a 100 percent employee-owned business. King Arthur Flour has received several recent recognitions, including the Outstanding Vermont Business Award, the Best Place to Work in Vermont Award, and the Better Business Bureau Local Torch Award for Excellence in 2006. King Arthur Flour is the parent company of The Baker’s Catalogue, which offers more than 1,000 professional-grade baking tools and ingredients through its catalogue, online at, and at The Baker’s Store in Norwich, VT

The International Customer Management Institute is a global leader providing the call center industry with consulting, training, publications, events and professional membership services. ICMI’s mission is to help individuals and organizations improve operational performance, attain superior business results and increase the strategic value of their customer contact services. Through uncompromised objectivity, a passion to discover and further the best solutions and management practices available, and a commitment to fostering a worldwide community of professionals, ICMI has earned the trust of organizations around the world. For more information, visit