Becomes first customer service provider in the Middle East to achieve the globally recognised benchmark in service excellence.
Abu Dhabi, United Arab Emirates, 11 June 2013: Etisalat, one of the leading telecom operators in the Middle East and Africa, announced that it has achieved certification to the new COPC Customer Service Provider (CSP) Standard, Version 5.0, for its Customer Care Centre in Ajman, UAE.
The Etisalat Customer Care Centre is the first call centre in the Middle East region to be certified to the new COPC CSP Standard, version 5.0.Moreover, maintains the COPC CSP standard certification consistently since 2009. The certification attests to the comprehensive quality orientation of Etisalat Customer Care Centre and recognises the Centre's commitment to provide seamless, leading-edge customer care services that conform to the highest international standards and which have met operational targets and business objectives in the areas of customer satisfaction, revenue, service, quality and cost.
The COPC CSP standard is a comprehensive and integrated performance management system for customer-centric service operations and is the original standard in the COPC® Family of Standards. Created in 1996, the COPC CSP Standard remains the most prestigious and widely recognised certification program for operating and managing a high-performance customer contact centre.
"It's an extremely proud moment for all of us at Customer Care Centre, and we are delighted that our team has once again lived up to the demands and expectations of Etisalat's ever-growing base of customers," said Hassan A. Hussain, Vice President, Etisalat Customer Care Centre. "The COPC CSP Standard is considered the global benchmark for excellence within the contact centre industry, and achieving the certification demonstrates high level of operational and service excellence maintained consistently at Etisalat Customer Care Centre and reinforces its commitment to customer satisfaction."
Hussain added that the Etisalat Customer Care Centre, which replies to inquiries and complaints as well as providing support on technical queries and billing issues, received around 60 million calls during 2012, with an average of 164.5 thousand calls per day and 5 million calls per month.
In addition to the COPC certification, Etisalat Customer Care Centre is also certified to ISO 9001:2008 quality management standards and was recognised for its service excellence at the Customer Experience and Service Excellence Summit 2012, where it was honoured with the award for "Best Call Center Experience" at the prestigious Customer360ME Awards held as part of the Summit.
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Press release issued by Corporate Communication Department - Etisalat
About Etisalat Customer Care Centre
Etisalat Customer Care Centre is a best-in-class customer service provider.
A centralised facility that covers all seven emirates in the UAE, Etisalat Customer Care Centre is equipped with state-of-the-art call center technology infrastructure and provides call centre solutions and consulting services for both inbound and outbound contact centres in compliance with industry standards and client requirements.
Located in Ajman, Etisalat Customer Care Centre caters to approximately 200,000 calls made to Etisalat on its various numbers - including 101, 181 and 700017000 - every day.
About COPC Inc.
COPC Inc. provides consulting services and training to help companies improve revenue, reduce costs, and increase customer satisfaction in operations that support the customer experience. COPC Inc.'s main offering is performance improvement services for customer contact centres, including both in-house and outsourced, as well as vendor management organisations.
The foundation of all COPC Inc. work is the COPC® Family of Standards, a collection of the most prestigious and rigorous performance management systems for the customer contact industry. Since 1996, COPC Inc. has completed more than 1,500 assessments of customer contact centres in 70 countries.
For further media information:
Iyad Al Zou'bi,
Corporate Communications - Etisalat
Tel +97126182622, Mobile +971506123568
Email:ialzoubi@etisalat.ae
© Press Release 2013
