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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 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.