ClientLogic achieves COPC certification across European contact centres

ClientLogic Corporation has achieved COPC certification or re-certification in three of its flagship European contact centres: in Almelo, the Netherlands; Düsseldorf, Germany; and Newcastle, UK. This measure of performance excellence underscores ClientLogic's commitment to providing proven service quality and operational efficiencies to its clients.

ClientLogic has been participating in the COPC standard in Europe since 1998. The recent COPC-2000 certification awarded to ClientLogic's contact centre in Almelo saw it become the only Netherlands-based centre to be certified while Düsseldorf is the company's first centre in Germany to qualify as well as the first German contact centre ever to be certified for three consecutive years.

The COPC-2000 standard is a comprehensive certification which is awarded worldwide by Customer Operations Performance Center, Inc., the leading global authority on contact centre operations. Individual contact centres are judged each year on their customer service performance, client satisfaction levels, and operational efficiency. In order to keep the certification from one year to the next, contact centres are required to improve on their previous year's performance. More than 200 contact centres worldwide apply for the certification each year; currently only 100 are actually certified.

"We are delighted to have demonstrated our continued commitment to industry-leading service quality through our latest COPC certifications", said Howard Sarna, Head of Business Development, Northern Europe, ClientLogic.

COPC certification translates into measurable benefits for clients and callers, including increased customer satisfaction, improved operational performance and efficiency, higher service levels, higher quality of service, and improved employee satisfaction. COPC is much more than a process standard, it is focussed on achieving results in a number of key metrics and continuously improving on those results

For all performance metrics, such as service, quality, cost and human resources, COPC requires that performance targets are consistently met and improved upon. For example:
- Targeted performance levels must be met or exceeded in a minimum of 66% of the performance metrics
- Sustained improvement (3 months in a row exhibit) must be exhibited in 75% of these performance metrics
- Targeted performance levels must be met for 9 months in a year

Tilmon Sillen, Manager Customer Relations, KPN Mobile comments: "Not only does the COPC framework signify service quality, it also gives us as clients a real ability to control and monitor the outsourced partnership we have with ClientLogic. This is something we value very highly."

ClientLogic's commitment to COPC has seen it base its own internal quality standard CLOE (ClientLogic Operational Excellence) on the COPC-2000 Customer Service Provider (CSP) Standard and is actively assessing all of its European centres against CLOE. CLOE standardises and details the processes ClientLogic uses to run its contact centres focussing on four key areas: planning, process, people and performance.

Richard North, Managing Director COPC Europe comments: "ClientLogic's commitment to quality and performance is reflected in the exceptional results that they have achieved using the COPC system."

This level of operational excellence is enabled by ClientLogic's continued investment in building expertise and state-of-the-art technology. Each of ClientLogic's European contact centres has an internal command centre connected to the European Operating Centre based in Newcastle, UK. Metrics professionals at all locations are in constant contact managing each piece of business to maximise efficiency, improve service levels and deliver the best possible service. The metrics team share best practices network-wide and collaborate to resolve issues in real time.

13th January 2005