MATRIXX Marketing Inc., a leader in outsourced customer management solutions, achieves COPC-2000 certification for its Custom Solutions Group's Microsoft Inbound Affinity Program (MIAP) Service Center in Salt Lake City, Utah which provides support for inbound calls received from Microsoft Certified Solution Providers, Microsoft Certified Professionals, Microsoft Certified Trainers and Microsoft Authorized Technical Education Centers.
It has met the requirements of all 32 areas described in the Standard.
COPC requires companies to focus efforts on performance metrics. The metrics must be
tracked, linked to drivers of customer satisfaction, and used to take actions to improve performance. The goal is to give companies tangible proof of a customer service provider's commitment to achieving high levels of performance and service levels.
The COPC-2000 Standard was developed in 1996 by Microsoft, Novell, Dell, Compaq, American
Express, L.L. Bean, and other customer-focused companies that were concerned with the level of service quality provided to customers by third-party customer service organizations. Support for the Standard has expanded to include many leading companies such as Adobe, Baxter Healthcare Corporation, Blue Cross Blue Shield of Michigan, Blue Cross & Blue Shield of Western New York, Filemaker, Epson, and Netscape. Provider organizations that currently have entities certified to the Standard include AFFINA, Kelly Services, Quebecor Integrated Media, and Softbank Services Group.