November 18, 2014
NTT Communications Customer Support Contact Centers Certified under COPC® CSP Standard Release 5.1
TOKYO, JAPAN --- NTT Communications Corporation (NTT Com), the ICT solutions and international communications business within the NTT (NYSE: NTT) Group, 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 30. Although NTT Com's outsourced help desk service, Super Help Desk, was certified in 2009, this is the first time for its contact centers to be 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. Certification requires adherence to all relevant international standards, including for service quality and customer satisfaction, as well as operational management.
"Customers’ Front" is a general inquiry desk for NTT Com customers and "Billing Customer Center" is an inquiry desk for billing matters. Both handle inquiries and orders mainly for individual customers. NTT Com looks forward to continuing to provide customers with high-quality inquiry services certified under this highly recognized international standard.
COPC® (Customer Operations Performance Center)
The COPC international standard and certifications for management systems were created by companies including Microsoft, Dell and American Express in 1996. The standard, which is based on the concepts of the Malcolm Baldrige National Quality Award, was designed as a performance-improvement model applicable to contact centers, the demands for which are growing worldwide. More than 200 companies from 25 countries have adopted COPC methodologies to date, including 13 Japanese companies certified under the standard as of October 2014. COPC® is a registered trademark of COPC Inc. (Florida, USA).
About NTT Communications Corporation
NTT Communications provides consultancy, architecture, security and cloud services to optimize the information and communications technology (ICT) environments of enterprises. These offerings are backed by
the company’s worldwide infrastructure, including the leading global tier-1 IP network, the
Arcstar Universal One™ VPN network reaching 196 countries/regions, and 130 secure data centers worldwide.
NTT Communications’ solutions leverage the global resources of NTT Group companies including Dimension Data, NTT DOCOMO and NTT DATA.
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