Certification to COPC-2000(R) CSP standard has allowed Datacom to sustain several years of 100 per cent annual growth
Sydney and Austin, Texas (ANTARA News/PRNewswire-AsiaNet) - Datacom, a leader in providing best-in-class IT services, continues its pursuit of customer excellence by achieving certification of their Kuala Lumpur site and re-certification of their Sydney site to the COPC-2000(R) CSP Standard. Along with the company's sustainable growth, the Kuala Lumpur site alone has grown its staff by 80 per cent over the last two years. Furthermore, Datacom has seen a 15 per cent increase in customer satisfaction over the last year in one of their key business areas.
"For Datacom, being certified to the COPC Standard means being able to work with some of the best and most successful IT companies in the world by showcasing our continued excellence," said Kirsty Hunter, managing director of Datacom. "We believe that every engagement must deliver superior outcomes and value for our customers than they would otherwise have achieved without us. The COPC Standard allows us to achieve those outcomes."
The COPC-2000(R) CSP Standard is the first and only certification process designed specifically for the needs of contact centers. It was developed in 1995 by individuals from customer-focused companies concerned with the level of service quality provided by Customer Service Providers (CSPs). As a world-class benchmark of productivity and efficiency for customer contact operations, it is used in several hundred locations in more than 50 countries to improve performance, reduce costs and increase customer satisfaction.
The COPC Standard is the only one of its kind of CSPs including standards in four key areas: Leadership and Planning, Processes, People and Performance.
With the guidance of COPC, Inc., Datacom has created the "Datacom Way," building process and technology to support compliance and assist building IP in the company which delivers continuous improvement.
"Having a quality system, like the COPC Standard, committed to performance excellence greatly impacts the engagement of Datacom's people," said Hunter.
"The Standard provides the framework for business and individual success by promoting intellectual challenges, business innovation and team work."
Datacom employees over 2,400 people with sites across Australia and Southeast Asia. Specializing in delivering technical and customer service support to leading technology companies across the globe, Datacom focuses on creating mutually beneficial relationships that allow its customers to realize superior performance and value from the company's IT investments.
"The re-certification of their Sydney site and the addition of the Kuala Lumpur site affirms Datacom's commitment to excellence for their customers," said Ian Aitchison, Director of Australia operations for COPC, Inc.
"Implementing the COPC performance management system has allowed Datacom to foster a culture of innovation, creativity and collaboration within their company. They have been able to build confidence among their people, and create an infrastructure for best practices making Datacom an industry leader that is truly world class."
About Datacom
Datacom is one of the largest Australasian-owned professional IT services companies, offering customers flexibility and choice, an open book approach to business and a customer focus second-to-none. With over 2,400 employees Datacom services a broad clientele including, IBM, Hewlett Packard, Manpower, Netgear, Fujitsu, Lexmark, CISCO and a range of Federal and State Government departments.
Founded in Christchurch New Zealand in 1965, Datacom has a successful 43 year trading history, is consistently growing and profitable and has a track record of delivering innovative, value-for-money technology solutions.
Established in Australia in 1992, Datacom's capabilities include Contact Center Solutions, Business Solutions, and Managed Services. For further information, please visit http://www.datacomaustralia.com.au/
About COPC Inc.
Customer Operations Performance Center Inc. is the world's leading authority on service-chain operations management, including performance improvement for buyers and providers of customer service, customer contact center and business process outsourcing operations. Since 1996, COPC Inc. has helped more than 1,000 organizations in 50 countries improve customer service by using the COPC(R) Family of Standards, the industry's first and most comprehensive set of performance management operating models for customer service operations.
Today, it remains the only performance-driven and industry-governed global best practices model that simultaneously increases both customer satisfaction and profitability.
For further information, please visit http://www.copc.com
SOURCE Datacom; COPC Inc.
CONTACT: Kirsty Hunter of Datacom,
+61-2-90235286,
Kirsty.hunter@datacom.com.au;
or
Emily Shaw,
+1-512-288-4054,
emily@iandocom.com,
for COPC Inc.
Web site: http://www.datacomaustralia.com.au
http://www.copc.com
Sydney and Austin, Texas (ANTARA News/PRNewswire-AsiaNet) - Datacom, a leader in providing best-in-class IT services, continues its pursuit of customer excellence by achieving certification of their Kuala Lumpur site and re-certification of their Sydney site to the COPC-2000(R) CSP Standard. Along with the company's sustainable growth, the Kuala Lumpur site alone has grown its staff by 80 per cent over the last two years. Furthermore, Datacom has seen a 15 per cent increase in customer satisfaction over the last year in one of their key business areas.
"For Datacom, being certified to the COPC Standard means being able to work with some of the best and most successful IT companies in the world by showcasing our continued excellence," said Kirsty Hunter, managing director of Datacom. "We believe that every engagement must deliver superior outcomes and value for our customers than they would otherwise have achieved without us. The COPC Standard allows us to achieve those outcomes."
The COPC-2000(R) CSP Standard is the first and only certification process designed specifically for the needs of contact centers. It was developed in 1995 by individuals from customer-focused companies concerned with the level of service quality provided by Customer Service Providers (CSPs). As a world-class benchmark of productivity and efficiency for customer contact operations, it is used in several hundred locations in more than 50 countries to improve performance, reduce costs and increase customer satisfaction.
The COPC Standard is the only one of its kind of CSPs including standards in four key areas: Leadership and Planning, Processes, People and Performance.
With the guidance of COPC, Inc., Datacom has created the "Datacom Way," building process and technology to support compliance and assist building IP in the company which delivers continuous improvement.
"Having a quality system, like the COPC Standard, committed to performance excellence greatly impacts the engagement of Datacom's people," said Hunter.
"The Standard provides the framework for business and individual success by promoting intellectual challenges, business innovation and team work."
Datacom employees over 2,400 people with sites across Australia and Southeast Asia. Specializing in delivering technical and customer service support to leading technology companies across the globe, Datacom focuses on creating mutually beneficial relationships that allow its customers to realize superior performance and value from the company's IT investments.
"The re-certification of their Sydney site and the addition of the Kuala Lumpur site affirms Datacom's commitment to excellence for their customers," said Ian Aitchison, Director of Australia operations for COPC, Inc.
"Implementing the COPC performance management system has allowed Datacom to foster a culture of innovation, creativity and collaboration within their company. They have been able to build confidence among their people, and create an infrastructure for best practices making Datacom an industry leader that is truly world class."
About Datacom
Datacom is one of the largest Australasian-owned professional IT services companies, offering customers flexibility and choice, an open book approach to business and a customer focus second-to-none. With over 2,400 employees Datacom services a broad clientele including, IBM, Hewlett Packard, Manpower, Netgear, Fujitsu, Lexmark, CISCO and a range of Federal and State Government departments.
Founded in Christchurch New Zealand in 1965, Datacom has a successful 43 year trading history, is consistently growing and profitable and has a track record of delivering innovative, value-for-money technology solutions.
Established in Australia in 1992, Datacom's capabilities include Contact Center Solutions, Business Solutions, and Managed Services. For further information, please visit http://www.datacomaustralia.com.au/
About COPC Inc.
Customer Operations Performance Center Inc. is the world's leading authority on service-chain operations management, including performance improvement for buyers and providers of customer service, customer contact center and business process outsourcing operations. Since 1996, COPC Inc. has helped more than 1,000 organizations in 50 countries improve customer service by using the COPC(R) Family of Standards, the industry's first and most comprehensive set of performance management operating models for customer service operations.
Today, it remains the only performance-driven and industry-governed global best practices model that simultaneously increases both customer satisfaction and profitability.
For further information, please visit http://www.copc.com
SOURCE Datacom; COPC Inc.
CONTACT: Kirsty Hunter of Datacom,
+61-2-90235286,
Kirsty.hunter@datacom.com.au;
or
Emily Shaw,
+1-512-288-4054,
emily@iandocom.com,
for COPC Inc.
Web site: http://www.datacomaustralia.com.au
http://www.copc.com
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