Press Release

Press Information

FOR IMMEDIATE RELEASE
10 Jul 2002

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

M1 is World's First Mobile Operator to Receive COPC-2000® Certification

SINGAPORE, 7 October, 2002 — M1 has become the first mobile operator in the world to receive COPC-2000® certification for its customer contact centre. COPC, the world's leading authority on customer contact centre operations, awarded M1 the prestigious certification after a rigorous audit of its customer service systems and procedures.

The COPC-2000® Standard covers all strategic, tactical and operational elements of a customer contact centre. Key elements include management, processes, recruitment and training of staff, quality and service benchmarks. COPC-2000® certification reflects the customer contact centre's achievement of a desired level of efficiency and professionalism in the delivery of quality customer service.

The attainment of the COPC-2000® certification is a further boost to the culture of service excellence at M1 which in November last year won the inaugural Call Centre of the Year Award organised by the Call Centre Council of Singapore.

Commending M1 on this achievement, Mrs. Elizabeth Prakasam, Chief Executive Officer of COPC Asia Pacific Inc, said: "M1 is an excellent centre. Working with them on this project has been a pleasure from a professional viewpoint. Both their management and staff readily embraced changes to improve their processes, and work practices. They have the right attitude and fortitude to go forward despite the demands of an uncomfortable change environment when implementing the COPC-2000® management practices. Their certification to the very rigorous COPC-2000® Standard is evidence of M1's hard work and commitment to delivering quality service to their customers."

Mr. Neil Montefiore, Chief Executive Officer of M1, said: "The ability to provide excellent customer service is a powerful differentiator in a highly competitive market. Achieving the COPC certification is a significant step in establishing ourselves as the customer service leader in Singapore. It affirms our commitment to maintaining world-class processes and standards in a consistent manner in order to provide the highest level of service to our customers."