Xceed Professional Services introduces global standards for customer service

Xceed Professional Services, the premier customer contact consulting practice in the MENA region, has just announced it has signed the Implementation Partner Agreement with Customer Operations Performance Center Inc. (COPC Inc.), the worldwide authority on certifying, operating, and monitoring best practices in contact centers. The COPC-2000 CSP Standard, first released in 1996, is the first and only global certification designed specifically to guarantee contact center excellence worldwide. The agreement allows Xceed Professional Services to administer certification to the COPC Family of Standards, as well as other COPC services in Algeria, Bahrain, Egypt, Iran, Iraq, Jordan, Kuwait, Lebanon, Libya, Morocco, Oman, Pakistan, Palestine, Qatar, Saudi Arabia, Sudan, Tunisia, and United Arab Emirates. The newly formed partnership is significant in that it extends the global footprint of COPC Inc., providing seamless delivery of contact center best practices through implementation of the COPC Family of Standards. It also represents the effectiveness of the Standard in accelerating the maturity and capabilities of the contact center industry. "As a specialized customer contact consultancy, which aims to bring global standards of customer communications to the region, Xceed Professional Services is pleased to be a part of assisting contact centers in the Middle Eastern region in the implementation of the COPC Performance Management System," said Mr. Ahmed Refky, Managing Director of Xceed Professional Services. "This is a premier high performance system that provides critical process management, benchmarking, and visibility of key performance results. It is clearly strategic to driving global consistency in the contact center industry." In order to be recognized as COPC Certified Auditors of the COPC Performance Management System, selected senior Xceed Professional Services staff has undergone extensive training, meeting rigorous qualifications including participation in several joint audits with COPC Inc. auditors. Xceed Professional Services' Egyptian based sister company, Xceed Contact Center, with a capacity of 1200 web-enabled, multi-channel workstations, became certified to the COPC-2000 CSP Standard in December 2005, following an exceptionally good implementation as well as superior operating results. “Xceed has once again proven their unchallenged commitment to providing superior services to the Middle East and North African markets. They progressed from obtaining their own certification to providing certifiable consultancy services in the frame of a few months. That is a noteworthy accomplishment by any standard,” said Cliff Moore, Chairman and Co-founder, COPC Inc. “It’s important for businesses in the region to realize the importance of a solid customer communication strategy, and the impact it has on their growth. The move to customer-centric strategies has been the trend for a couple of years now, but the right tools and the expertise to implement them come from organizations that adhere to a global standard.” The COPC-2000 CSP Standard, with its first public release in 1996, is the first and only certification process designed specifically for contact centers. As a world-class benchmark of productivity, efficiency and cost-effectiveness for customer contact operations, it ensures Contact Center Excellence worldwide.