Amherst, NY – Customer Operations Performance Center Inc. (COPC) announces the certification of CTI Movil’s “Direccion de Servicios al Cliente de CTI”, a group comprised of Customer Contact Center Services, Collections and Customer Service Walk-Ins.

Amherst, NY October 28, 2003 -– Customer Operations Performance Center Inc. (COPC) announces the certification of CTI Movil’s “Direccion de Servicios al Cliente de CTI”, a group comprised of Customer Contact Center Services, Collections and Customer Service Walk-Ins. Two contact center locations and eleven face-to-face sites throughout Argentina have been certified to the COPC-2000® Standard, in fact, CTI Movil represents the first company worldwide to achieve certification on face-to-face locations.

CTI Movil’s preeminent approach to customer service integrates retail locations and contact center facilities into a common performance improvement process to ensure total customer satisfaction. Impressive improvement results have been achieved through this certification process including:
 A 20% accuracy improvement
 Increased Customer Service satisfaction by 15% in six months
 90-day collections recovery improved by 15%
 38% improvement by increasing the weighted active customer per FTE
 $18 million of cost reduction in two years

“COPC congratulates this world class Telecommunication organization on a significant industry achievement,” stated Alton Martin, CEO and co-founder of COPC Inc. “These are the results of a highly focused management team and the dedication of each individual to a common understanding of total customer satisfaction.”

About COPC
Headquartered in Amherst, NY Customer Operations Performance Center, Inc. (COPC) is the leading authority on customer contact center and fulfillment services operations. COPC is authorized to issue certification to the COPC-2000® Standard, a comprehensive operation performance standard that specifies minimum operational requirements in critical functional areas. 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.