PR - COPC Inc. Certifies Cross Country Automotive Services On CSP Management Industry Standard

Customer Operations Performance Center Inc. (COPC Inc.), and Cross Country Automotive Services (Cross Country) announced that Cross Country Automotive Services successfully completed certification to Version 4.0 of the COPC Customer Service Provider Standard (COPC-2000 CSP Standard).

The COPC-2000 CSP Standard is a Performance Management Framework delivering results in all Customer Service Provider (CSP) contact center operations, especially in contact centers, e-Commerce centers and Transaction Processing Operations.  The standard is relied upon worldwide as a valued strategy for implementing contact center best practices that improve performance in customer satisfaction and service, inbound and outbound sales, service dispatch, collections, retention, remittance processing, fulfilment, and other service operations.

Cross Country Automotive Services is the leading provider of integrated vehicle and driver programs in North America, including the company’s flagship roadside assistance program. Since the company’s founding in 1972, Cross Country has been recognized for its ability to deliver solutions that create broad value for organizations by increasing customer satisfaction and brand loyalty.  Cross Country serves the automotive, insurance and financial services markets with a client list that includes GM, Nissan/Infiniti, Volvo and Liberty Mutual.

"Taking care of our customers is GM’s top priority.  We’re confident that Cross Country Automotive Services is equally concerned with customer satisfaction, and their certification to Version 4.0 of the COPC-2000 CSP Standard is further evidence of that fact," said Scott Lawson, General Director, GM Customer and Relationship Services.

Cross Country has worked with COPC Inc. since 2003 to ensure consistent customer satisfaction and service as their business has experienced continued growth. Cross Country has always achieved a high customer satisfaction score – particularly impressive considering the high-stress nature of their customer contact – the COPC-2000 CSP Standard will enable them to improve end-user satisfaction even further and maintain consistency.  

“Our certification to the COPC-2000 CSP Standard is another testament to our dedication to effectively managing our Customer Service Provider relationships, allowing us to provide unparallel service to our customers,” said Charles Cavolina, Vice President of Contact Center Operations at Cross Country Automotive Service.

Cross Country received the Best In Class Contact Center and Best Customer Service Awards in 2007 from the Contact Center World Awards. The World Awards were established by Contact Center World to honor, recognize and promote call centers that demonstrate true best practices.