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AUSTIN, Texas – February 4, 2008 — Customer Operations Performance Center Inc. (COPC Inc.) and Cross Country Automotive Services (Cross Country) announced today that Cross Country Automotive Services successfully completed certification to Version 4.0 of the COPC® Customer Service Provider Standard (COPC-2000 CSP Standard).
The COPC-2000® CSP Standard is a Performance Management Framework delivering results in all Customer Service Provider (CSP) contact center operations, especially in contact centers, e-Commerce centers and Transaction Processing Operations. The standard is relied upon worldwide as a valued strategy for implementing contact center best practices that improve performance in customer satisfaction and service, inbound and outbound sales, service dispatch, collections, retention, remittance processing, fulfillment, and other service operations.
Cross Country Automotive Services is the leading provider of integrated vehicle and driver programs in North America, including the company’s flagship roadside assistance program. Since the company’s founding in 1972, Cross Country has been recognized for its ability to deliver solutions that create broad value for organizations by increasing customer satisfaction and brand loyalty. Cross Country serves the automotive, insurance and financial services markets with a client list that includes GM, Nissan/Infiniti, Volvo and Liberty Mutual.
"Taking care of our customers is GM's top priority. We're confident that Cross Country Automotive Services is equally concerned with customer satisfaction, and their certification to Version 4.0 of the COPC-2000 CSP Standard is further evidence of that fact," said Scott Lawson, General Director, GM Customer and Relationship Services.
Cross Country has worked with COPC Inc. since 2003 to ensure consistent customer satisfaction and service as their business has experienced continued growth. Cross Country has always achieved a high customer satisfaction score – particularly impressive considering the high-stress nature of their customer contact - the COPC-2000 CSP Standard will enable them to improve end-user satisfaction even further and maintain consistency.
“Our certification to the COPC-2000 CSP Standard is another testament to our dedication to effectively managing our Customer Service Provider relationships, allowing us to provide unparallel service to our customers,” said Charles Cavolina, Vice President of Contact Center Operations at Cross Country Automotive Service.
Cross Country received the Best In Class Contact Center and Best Customer Service Awards in 2007 from the Contact Center World Awards. The World Awards were established by Contact Center World to honor, recognize and promote call centers that demonstrate true best practices.
About Cross Country Automotive Services
Headquartered in Medford, Massachusetts, Cross Country Automotive Services ( www.crosscountry-auto.com ) is a leading provider of integrated vehicle and driver programs in North America. Over 1,800 Cross Country employees serve more than 100 corporate clients and their more than 75 million customers each year. Cross Country Automotive Services is a member of The Cross Country Group, one of the largest privately-held providers of customer service programs in North America.
About COPC Inc.
Customer Operations Performance Center Inc. (COPC Inc.) is the world’s leading authority on service-chain operations management, including performance improvement for buyers and providers of customer service, customer contact center and business process outsourcing operations. Since 1996, COPC Inc. has helped more than 1,000 organizations in 50 countries improve customer service by using the COPC® Family of Standards, the industry’s first and most comprehensive set of performance management operating models for customer service operations. Today, it remains the only performance-driven and industry-governed global best practices model that simultaneously increases both customer satisfaction and profitability. For further information, please visit www.copc.com.
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