Legend Company is First Contact Center in China to Achieve Certification to the COPC-2000® Standard

Customer Operations Performance Center Inc. (COPC) announces the certification of Legend Company to the COPC-2000® Standard. Legend is the first contact center in China to earn certification to the COPC-2000® Standard, further establishing its leadership position in the global customer service arena.

Amherst, NY (PRWEB) December 22, 2003 -- Customer Operations Performance Center Inc. (COPC) announces the certification of Legend Company to the COPC-2000® Standard. Legend is the first contact center in China to earn certification to the COPC-2000® Standard, further establishing its leadership position in the global customer service arena.

Strict, rigorous audits confirmed Legend's compliance to the thirty-two item requirements in the COPC-2000® Standard certification process. Advanced performance techniques of contact center management, process controls, recruitment, training, and agent performance assessment, audited through the COPC-2000® Standard, resulted in improved service levels and the overall quality and efficiency of the Legend Contact Center. "By implementing the COPC-2000® Standard, our customers receive the most professional and satisfactory information support services within the shortest time," said Zhang Kunsheng, General Manager of Legend Customer Information Support Department.

COPC-2000® Standard is a world-class benchmark of productivity, efficiency and cost-effectiveness for customer contact operations ensuring contact center excellence worldwide. The COPC-2000® Standard is the first and only certification process designed specifically for the needs of the Contact Center Space, as opposed to standards developed for the manufacturing sector.

Based on the multi-faceted COPC assessment, Legend proved to be extremely proactive in identifying issues, seeking solutions and resolving problems," stated Elizabeth Prakasam, CEO of COPC Asia Pacific Inc. Their primary objective throughout the certification process has been to seek performance improvement, not just obtain a certificate."

Legend's twelve-month certification process saw a significant increase in customer satisfaction, parallel to a decrease in contact center service costs.

About Legend
Legend Group Limited is the largest IT Corporation in the People's Republic of China. Its own brand PC has been the country's best-selling PC since 1997, and is also the Number One PC brand in the Asia Pacific market (excluding Japan). In addition to the manufacture and sales of PCs, Legend also produces hand-held devices, mobile handsets, and motherboards, as well as providing IT consulting services.

About COPC
Headquartered in Amherst New York, Customer Operations Performance Center, Inc. (COPC) is the leading authority on customer contact center and transaction processing services operations. COPC services clients on a worldwide basis, and has representatives in Argentina, Australia, Brazil, Canada, India, Japan, Singapore, South Africa, United Kingdom, and the United States.

The COPC Standard was developed in 1995 by individuals from Microsoft, Motorola, Dell, American Express, L.L. Bean, Intel, and other customer-focused companies who were concerned with the level of service quality provided by Customer Service Providers (CSPs). Several hundred locations in 30 countries are using the Standard to improve performance, reduce costs, and increase customer satisfaction. Users include firms in e-commerce, computer hardware and software, financial services, healthcare, telecommunications and consumer products.

For additional information about COPC, visit www.copc.com, email info@copc.com or call 512-250-3412.

# # #