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L o a d i n g . . .

Arvato awarded COPC certificate

24 Apr 2013

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For the third consecutive year, the Workforce Management department at
Arvato Customer Services has been awarded the prestigious COPC certificate
for 2.5 Forecasting, staffing & scheduling.
For Arvato, this represents recognition for its efforts to continually raise the bar
even higher. And for customers of the customer contact centres, the award
again underlines the added value provided by Arvato.

More than good work
The COPC audit took place in January. ‘Working to the norm is not the
challenge. It’s about doing more than the average customer contact
centre,’ says Tom Custers, Customer Services business unit manager.
‘COPC was particularly impressed, putting Arvato on a level with the best
companies in the sector.’

Measuring and improving quality
COPC, Customer Operations Performance Centre, is a performance
management system for customer contact centres which can improve the
quality of customer services.
The system is used internationally to measure customer contact performance
and the quality of customer contacts. In 2012 Arvato again worked hard to
further improve its Workforce Management department, an effort which was
rewarded with this certificate.

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