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Ventura Achieves Certification to COPC-2000 StandardAmherst, NY – Customer Operations Performance Center Inc. (COPC) announces Ventura's certification to the COPC-2000 Standard. Ventura, one of the UK's largest outsourcers and leading provider of customer management services, began the certification process in March 2004 with a baseline audit conducted by professionals from COPC International. The audit examines the organization's performance against metrics established for key customer service related processes. Operational improvements are then implemented as needed in order to achieve compliance with the COPC-2000 Standard, the service industry's most rigorous independent benchmark for operational performance. Certification to the COPC-2000 Standard is integral to Ventura's commitment to a continuous program of operational excellence and client satisfaction aimed at establishing the organization, consisting of more than 7,500 staff across 6 sites in the UK, as the standard for superior performance in the call center industry. "Certification to the COPC-2000 Standard is a significant accomplishment for Ventura," said James Howell, Managing Director for Ventura. "The benefits of this initiative will be passed on to our clients and their customers in terms of excellent standards of performance and quality." Richard North, Managing Director Europe of COPC International commented, “Ventura’s accreditation is great news as they are one of the leading outsource providers in the UK, and their portfolio of clients includes household names and government organizations." "Ventura has embraced the concept of COPC throughout their organization in a very impressive way," added North, "and as a result achieved accreditation in just nine months - half the usual time taken – which is a truly phenomenal achievement” The COPC-2000 Standard is the first and only certification process designed specifically for the needs of contact centers. As a world-class benchmark of productivity, efficiency and cost-effectiveness for customer contact operations, it ensures Contact Center Excellence worldwide. About Ventura Ventura is one of the UK’s leading contact center management companies and is a subsidiary of Next plc. Ventura has over 35 years’ extensive experience of managing customers on behalf of organizations in various sectors including financial services, telecommunications, retail, government and charities. The company has six sites in the UK and India and a workforce of more than 7,500 people. UK sites are in Leeds, Cardiff and the Dearne Valley, Rotherham. For additional information contact Lisa Mason, PR Manager, Ventura on 0113 207 3680 or e-mail [email protected] About COPC Headquartered in Amherst, New York, Customer Operations Performance Center, Inc. (COPC) is the leading authority on customer contact center and transaction processing services operations. COPC services clients on a worldwide basis, and has representatives in Argentina, Australia, Brazil, Canada, India, Japan, Singapore, United Kingdom, and the United States. The COPC Standard was developed in 1995; representatives from various companies volunteered to join a work team concerned about performance and 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. 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, visit www.copc.com, email [email protected] or call 512-250-3412. |