Newsroom

17 Jul 2002

For additional information, please email to info@copc.com.

First German Contact Center Achieves COPC Certification

ContactCenterWorld.Com

17th July 2002 - ClientLogic makes good its promise to customers and clients by confirming the consistent, excellent performance of the Duesseldorf location as the first German company to achieve independent COPC certification.

"We are very proud to have set this milestone for German contact centres," said Jochen Nolte (Solution Delivery Director). "Once again this underlines ClientLogic's claims to provide the highest levels of quality and performance." The COPC (Customer Operations Performance Center) standard is one of the leading global, practical performance and management systems and is based on the requirements laid down in the Malcolm Baldrige National Quality Award and other quality standards. It focuses exclusively on the needs of the contact centre and fulfillment industries.

The knowledge and practical experience gained by the COPC committee flows into 29 categories that stand for the decisive factors that lead to a contact centre's success. COPC Inc. defines benchmarks based on these, which then become obligatory for companies wishing to achieve certification. COPC Inc. guarantees the validity of these aims through its support for over 400 companies worldwide who set qualitative factors at the highest level.

"Final certification is a real challenge for any company. After all you have to achieve 100% of the COPC standard in every category. We worked for a whole year to achieve this goal. Now we've passed the final hurdle like a world champion. And Duesseldorf is one of the few certified centres worldwide to have achieved this at the first attempt." (Thomas Ostendorf, Process Quality Manager Central Europe) The result is a noticeable increase in customer and staff satisfaction, long-term quality at the highest level, consistent service performance and superlative profitability for the contact centre - effects that represent an immediate advantage for clients.