Xceed, COPC team up for 5-day course; aim to build process into regional service culture

Dubai, UAE, 29th October 2006

Xceed Professional Services, the premier customer contact consulting practice in the MENA region, has confirmed the five-day training course for Middle East customer service managers, offered in collaboration with COPC Inc. (Customer Operations Performance Center). Scheduled to take place in Dubai from November 12th - 16th, the Registered Coordinator Training course puts organisations on the first step towards achieving certification by the global authority on customer service standards.

"We've set up the Xceed Professional Services consultancy in the region to help organisations achieve global levels of customer service, working closely with our partners at COPC," said Mohamed Fouad, COPC Services Manager of Xceed Professional Services. "As a starting point, it's important to understand the requirements to implement the COPC-2000 CSP Standard in an organisation. And it's more important to realize that this is not just a certificate to hang on the wall. It's a set of processes that optimize operational performance and allow organisations to improve their operational capabilities. There are so many courses out there offered by general training institutes and seminar organizers. But when a company looks to enhance the skills of its people, in order to truly better their customer contact operations, then it needs to find the specialized experts." 

With 100% focus on customer service across different industries, Xceed Professional Services has teamed up with COPC to offer the Registered Coordinator Training course, which is designed to teach the skills necessary to effectively implement the COPC-2000 standard, maximize operational performance, improve vendor selection and management capabilities, and achieve higher levels of client and end-user satisfaction. This five-day workshop provides the necessary tools to enable participants to demonstrate competency with the content of the COPC-2000 standard, be more knowledgeable of approaches to operating a high performance customer contact centre or fulfillment operation, and learn common operational pitfalls to avoid.

According to Dr. Richard North, Managing Director of Customer Operations Performance Center International Inc, "the COPC training focuses on the key elements executives and managers need to drive business results. It's five days of content-rich sessions, that require active participation from attendees. The ultimate aim for the participant should be to return to their organisation fully knowledgeable about the COPC methodology and the ability to start the company on the road to excellence."

The topics covered over the five days will include the benefits of implementing the COPC-2000 CSP Standard, best practices in customer contact centres and common 'pitfalls' encountered in service operations. The region's customer contact operations, whether they belong to a bank, an operator, an airline or a hotel chain can benefit from these tools and help revamp their processes completely. The RC Training course will take place from November 12th - 16th at the Towers Rotana Hotel in Dubai.

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About Xceed Professional Services
Xceed Professional Services, a sister company of Xceed Contact Center, is an experienced customer contact consulting practice that can deliver real expertise in the fundamental areas of customer contact operations. Xceed Professional Services is the sole Customer Operations Performance Centre Inc. (COPC Inc.) implementation partner in the MENA region. Through its best practices approach, Xceed Professional Services offers customer consulting services and formulates solutions for customer relationship enhancement. For additional information, visit www.xceedps.com.

About COPC Inc.
COPC Inc. is the world's leading authority on operations management and performance improvement for buyers and providers of customer contact center and business process outsourcing (BPO) services. The COPC Performance Management System includes site certification programs, operational management training, Six Sigma in Contact Centers, performance improvement consulting and vendor sourcing and management services.

Since 1996, COPC Inc. has helped organizations in 35 countries drive results averaging two to five times Return on Investment (ROI) with a payback of less than one year. These results are achieved by leveraging the COPC Family of Standards, the industry's oldest, most rigorous and only high performance set of global best practices and performance metrics that simultaneously increases customer satisfaction and profitability.

Global clients include Accenture, Apple, BT Group, Bertelsmann Arvato, Blue Cross Blue Shield, Cable & Wireless, Citigroup, Convergys, General Motors, Genpact, HP, Lenovo, Microsoft, NTT, Sony, Telef?nica, Telstra, and Wipro.  For additional information, visit www.copc.com.

© Press Release 2006