This year arvato Benelux receives no less than three COPC certificates. For arvato, this is an acknowledgement of our continuous efforts to increase the quality of the customer contacts that arvato carries out for her clients.
COPC, which stands for Customer Operations Performance Center, is an international model for customer contact centers, which can be used to increase the quality of customer contacts. It is the international standard to measure performance and quality of customer contacts.
arvato's customer service team that is dedicated to Informatie Rijksoverheid (Dutch Government Information) is proud to receive the COPC process certification for "2.4 Transaction Monitoring" and "3.1 - 3.4 People Management". The certification "3.1 - 3.4 People Management" was also awarded to the team responsible for the customer contacts of one of our clients in the financial industry. For the fourth year in a row, our Workforce Management team was rewarded with the certificate for "2.5 Forecasting, Staffing and Scheduling".
At the audit for certification, COPC complimented arvato on their work: "arvato have done extremely well in further developing the key processes. It is a pleasure to work with organizations driving improvement in their business."
