“You feel comfortable living in the COPC environment. I cannot imagine our company living without the COPC standard.”
Adel Danish
- Xceed
“We've used them in different ways beyond the standard and certification. We've used COPC to help us improve our business beyond those services as well.”
Scott Lawson
- General Motors
“Our organization has benefited significantly through the training that COPC offers, specifically for customer service providers.”
John Ginn
- Microsoft
“I think that the beauty of the COPC Family of Standards is it’s completely country-independent, language-independent, it’s all about the process.”
Ed Benack
- Monster.com
Ian Aitchison
Professional Staff: Australia
Director, Australia Operations
Ian's eleven years of experience in the contact center industry have been marked by the consistent delivery of quality, service and process improvement with a focus on customer satisfaction that is the hallmark of the COPC® Framework. He brings to his position as Director Australia Operations for COPC Australia a level of experience that encompasses the full strata of contact center operations.
Having managed in-house and outsourced contact centers as well as back-office processing centers, Ian fully understands the speed of change required when managing within the contact center environment. His involvement in both inbound and outbound processes includes centers serving the IT, financial services, telecommunications, government, collections, credit card and insurance industries.
As National Contact Center Manager with KAZ Business Services prior to joining COPC Australia, Ian successfully managed a three-site operation of approximately 200 seats. His accomplishments included improved financial results, introduction of contact center best practices, increased staff utilization and a restructuring of management and measurement processes. Previous to that, he was with Datacom Connect where, as Manager – Consulting Services, he led the implementation of the COPC-2000® CSP Standard within the Microsoft Customer Central sector of that organization. In addition, while with Datacom, Ian implemented and delivered management training in quality improvement practices.
Ian's background also includes serving as Business Improvement Manager and Call Center Manager with Connect Interactive where he was responsible for a significant reduction in unnecessary contact center costs and increased customer satisfaction. He also created and implemented a management development program for the center.
Before moving to Australia in 2000, Ian was Customer Manager – Service Improvement Team with British Gas in Edinburgh, Scotland where he was a finalist for the Chairman's Award for Business Excellence.
Ian is a member of the Australian Institute of Management and a committee member of the Australian Teleservices Association. He holds a B.A. in Legal Studies from Napier University, Edinburgh Scotland.
Australia
61-423-021291
iaitchison@copc.com