Newsroom

17 Jun 2002

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Spectrum Contact Services Spokane Site Earns Coveted COPC-2000® Certification

CNBC/MSNBC & The Wall Street Journal - Business Wire

DALLAS, June 17, 2002 - Confirming its pledge to deliver consistent and exceptional customer service and technical support, Spectrum Contact Services' Spokane, Washington, operations center recently earned the industry's coveted COPC-2000® Standard Certification.

Based on the Malcom Baldrige National Quality Award criteria, the COPC-2000® Standard is a best-practices performance management system comprised of multiple standards and processes developed by a group of industry professionals. Rapidly becoming the industry's standard for excellence, COPC joins agents' performance metrics tracking with high customer satisfaction targets and improved total call center performance.

Results of COPC certification are substantive. Five months after achieving certification, the Spokane center's average handling time for an incoming telephone call dropped nine percent, while overall call quality increased by more than seven percent. The Spokane center also gained improvements in first-call resolution even when call volumes increased by six percent.

Designed in 1995 to advance contact center service levels, COPC's processes deliver critical customer and provider benefits including heightened customer satisfaction, enhanced quality, improved service, reduced costs and increased profitability. Achieving COPC-2000® Standard certification signifies that Spokane's 450 customer service agents will deliver fast and accurate answers for their customers.

"Achieving certification and meeting COPC's stringent standards is a real thrill," said Lisa Stewart, vice president of customer services. "We've been working consistently toward this goal since COPC's team of professional auditors first performed their 29-category benchmark audit in December 1999. Accomplishing this goal demonstrates our ongoing commitment to exceeding our client's needs, their customers' requests and our own dedication to sustained and enhanced exceptional operational performance."

"Attaining this certification demonstrates to us and to our clients that Spectrum Contact Services is a leader when it comes to executing an all-inclusive, top-notch system of standards and processes. We have a continuing commitment to improve both our processes and our performance," said Russ Rossi, Spectrum Contact Services' Spokane site director.

About Spectrum Contact Services

Spectrum Contact Services is the global technical support and customer service outsourcing division of Software Spectrum. With contact centers in North America, Europe and Asia Pacific, the company's award-winning systems and processes provide effective contact center solutions that help clients achieve business efficiencies and provide an exceptional customer service experience to its customers. For more information, please visit www.spectrumcontactservices.com.