Press Release

Announcement

FOR IMMEDIATE RELEASE
03 Oct 2005

General Motors CARS Group Becomes First Vendor Management Organization Certified to the COPC-2000 VMO Standard

Amherst, NY - Customer Operations Performance Center Inc. (COPC) announces that GM's Customer and Relationship Services (CARS) group has successfully completed the process for certification to the COPC-2000 VMO Standard. This accomplishment distinguishes the CARS group as the first organization to achieve this certification representing the industry's most rigorous standard for excellence in operational performance.

The CARS group is a consolidation of General Motors' contact centers into several hubs charged with improving customer satisfaction, creating remote service centers, and selecting service providers. Each hub encompasses multiple and redundant operations providing transparent customer service.

COPC is the leading global authority in customer contact center and vendor management operations and is recognized as an expert in contact center certification, training and consulting.

Certification to the COPC-2000 VMO Standard required the CARS centers to achieve outstanding levels of performance in call center activity for 38 individual processes across 5 categories – leadership and planning, business processes, support processes, people processes, and performance. It also puts in place a framework for performance management that supports the continued improvement of service, quality, and customer satisfaction.

"This is a great achievement, and honor, for the people who staff and manage our call centers," said Scott Lawson, general director, GM Customer Relationship Management. "It's equally significant for our customers and dealers. It sends a clear message that we are committed to meeting their needs and will continue to do so as efficiently and effectively as possible."

About COPC

Headquartered in Amherst, New York, Customer Operations Performance Center Inc. (COPC) is the world's leading authority on customer contact center and transaction processing services organizations. COPC services clients on a global basis, and has representatives in Argentina, Australia, Brazil, Canada, India, Japan, Singapore, United Kingdom, and the United States.

The COPC-2000® Standard was developed in 1995; representatives from various customer focused companies formed an advisory committee to address their concerns about service quality provided by third party Customer Service Providers (CSPs). These firms included American Express, Compaq, Dell, Intel, L.L. Bean, Microsoft, Motorola, and Novell. COPC is the only entity authorized to issue certification to the COPC-2000 family of Standards. Several hundred locations in 30 countries are using the COPC-2000® 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, please email to info@copc.com.