NTT Communications announced today that its two contact centers—"Customers' Front" and "Billing Customer Center" - have been certified under the international quality-assurance standard COPC® CSP Standard Release 5.1 on October 30th.
The ICT solutions and international communications business within the NTT Group said that this is the first time contact centers under its own operations are certified under the COPC Customer Service Provider (CSP) standard.
COPC® CSP Standard Release 5.1, an international quality-assurance standard for contact centers, is designed to improve customer satisfaction and operational efficiency through enhanced management. The COPC international standard and certification for management systems were created by companies such as Microsoft, Dell and American Express in 1996.
The "Customers’ Front" is a general inquiry desk for NTT Com customers, while the "Billing Customer Center" is an inquiry desk for billing matters. Both centers handle inquiries and orders mainly for individual customers.
