Press Release

Announcement

FOR IMMEDIATE RELEASE
17 Sep 2003

JP Morgan Chase Engages COPC for Benchmark Review of Credit Card Services Group

Amherst, NY - Customer Operations Performance Center Inc. (COPC) announces JP Morgan Chase Credit Card Services Group has engaged COPC to conduct a Benchmark Review of their contact center in Tampa, Florida. JP Morgan Chase selected COPC to review this large scale inbound / outbound facility and assist the firm to provide high performance and consistency using the COPC-2000® Standard. The Executive Readout took place on September 12, 2003 with the anticipated completion of the entire review by September 19, 2003.

The COPC-2000® Standard has been proven in over 625 field assessments to provide management with the information needed to drive sustained improvement in operational performance. JP Morgan Chase continually seeks opportunities to improve service, quality, and customer satisfaction levels in all areas of its credit card business. Morgan Chase values the expertise COPC brings to their Credit Card Services Group.

About COPC

Headquartered in Amherst, NY Customer Operations Performance Center, Inc. (COPC) is the leading authority on customer contact center and fulfillment services operations. COPC is authorized to issue certification to the COPC-2000® Standard, a comprehensive operations performance standard that specifies minimum operational requirements in critical functional areas. COPC services clients on a worldwide basis, and has representatives in Argentina, Australia, Brazil, Canada, India, Japan, Singapore, South Africa, United Kingdom, and the United States.

The COPC Standard was developed in 1995 by individuals from Microsoft, Motorola, Dell, American Express, L.L. Bean, Intel, and other customer-focused companies who were concerned with the level of service quality provided by Customer Service Providers (CSPs). Several hundred locations in 30 countries are using the Standard to improve performance, reduce costs and increase customer satisfaction. Users include firms in e-commerce, computer hardware and software, financial services, healthcare, telecommunications and consumer products.

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