Citigroup Global Services Achieves Certification to the COPC-2000(r) CSP Standard Release 4.0.Citibank Global Processing Group Realizes Significant Benefits from Certification Process WILLIAMSVILLE, N.Y. -- Customer Operations Performance Center Inc. (COPC COPC Community Outreach Partnership Center COPC Community-Oriented Primary Care COPC Chemical of Potential Concern COPC Contaminant of Potential Concern COPC Customer Operation Performance Center COPC Constituent of Potential Concern (EPA) Inc.) announces that Citigroup Global Services Ltd. (formerly known as eServe International LTD.), global processing group for Citibank, has earned certification to the COPC-2000(r) CSP (1) (Certified Systems Professional) An earlier award for successful completion of an ICCP examination in systems development. See ICCP. (2) (Commerce Service P Standard Release 4.0. for multiple services. A provider of IT-enabled services, Citigroup Global Services has provided transaction processing Updating the appropriate database records as soon as a transaction (order, payment, etc.) is entered into the computer. It may also imply that confirmations are sent at the same time. Transaction processing systems are the backbone of an organization because they update constantly. , customer care solutions and technology services to Citigroup India since 1992 and Citigroup businesses globally since 1999. Driven by a commitment to operational excellence, this certification spans a wide range of Back and Front Office transaction processes and Contact Centre activities including collections, inbound customer service, and BPO BPO Business Process Outsourcing BPO Benevolent & Protective Order (of Elks of the USA) BPO Benzoyl Peroxide BPO Business Process Optimization BPO Broker Price Opinions BPO Buffalo Philharmonic Orchestra across multiple customers within Citigroup. Among the most highly valued and sought after credential in the Customer Service Provider industry, the COPC-2000(r) CSP Standard is the first and only certification process designed specifically for the needs of contact centres. It is the most rigorous standard in the customer contact industry, representing a world-class benchmark of productivity, efficiency, and cost-effectiveness for customer contact operations. In achieving this certification, Citigroup Global Services has distinguished itself as among the best-in-class customer service providers implementing a comprehensive performance management system that has been proven to concurrently deliver high levels of service, quality and efficiency. Rahul Singh, MD and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. , Citigroup Global Services Ltd. said, "Customer service and operational efficiency have always been a key focus for us. We consistently work to deliver quality output to all our clients and their end customers. Certification to the COPC-2000(r) CSP Standard has allowed Citigroup Global Services to take this commitment to the next level." Benefits realized as a result of the certification process have been recorded in a number of key programs impacting revenue, service, cost and quality. - Revenue: Dialer Efficiency Conversion Rate improved by 8% - Revenue: UK Collection Promises Kept increased by 14% - Service: Broker Calling Service Levels up 24% - Service: US Auto Customer Service CSR (1) (Customer Service Representative) A person who handles a customer's request regarding a bill, account changes or service or merchandise ordered. Agents in call centers are known as CSRs. See call center. utilization up by 25% - Cost: Average Handle Time reduced by 13% - Cost: Right Party Connect Time reduced by 15 seconds - Quality: Voice call quality scores increased by 31% According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Dibyendu Das, consulting partner for QAI QAI Quality Assurance International QAI Quality Assurance Institute (Orlando, Florida) QAI Quality Assurance Inspection QAI Quality Auditing Institute QAI Quantitative Analytics Inc. QAI Quality Assurance Instructions , COPC Inc.'s affiliate in India, "Certified Customer Service Providers must not only have well-designed and deployed processes, but also attain high levels of performance on a broad range of metrics. Citigroup Global Services is a good example of how a large multinational captive centre, servicing the banking and financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. domain, has successfully applied the COPC(r) Framework to a diverse set of processes from end-to-end, including BPO, as well as Voice-based contact processes. It is one of the more complete end-to-end process environments that we have evaluated and certified to the COPC 2000(r) CSP Standard Release 4.0." |
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