Columbia, S.C. -- Palmetto GBA, a leading operator of customer contact centers for the federal government, announced that its call center operations have achieved the prestigious COPC-2000® CSP Standard, a rigorous quality-measurement framework maintained by Customer Operations Performance Center Inc. (COPC).
COPC Inc. is a leading call center consulting, certification, training and benchmarking company, and its standards represent the most demanding measurement system in the call center industry. COPC-2000 certification means that Palmetto GBA’s call center division adheres to the industry’s best practices that improve performance in customer service, inbound and outbound sales, dispatch, collections, retention, remittance processing and other related services.
Many government agencies and commercial companies prefer to use call centers that are COPC-certified.
Based in Columbia, SC, Palmetto GBA operates customer contact centers for the Medicare health benefit program and has a contract with the federal government to establish call centers for any federal agency on an as-needed basis. The company also can provide call centers for almost any private business on a short-term or long-term basis.
Palmetto GBA contact centers are supported by the best agents in the customer service industry. The company has access to a talent pool of thousands of trained agents for immediate placement, and its call centers are equipped with the state-of-the-art technology needed to allow agents to respond to calls quickly, accurately and efficiently.
“Certification by the Customer Operations Performance Center is a reflection of our commitment to efficient call center operations, and to providing outstanding customer service,” said Bruce Hughes, Palmetto GBA’s president and COO.
Dissatisfied with the performance of call center customer service providers (CSPs), several Fortune 500 companies, including Microsoft, Novell, Dell, American Express and L.L. Bean, developed the COPC-2000 Standard in 1996.
About Palmetto GBA
Palmetto GBA is a leading provider of technical and administrative services for the federal government. Palmetto GBA’s principal business is providing administrative services for the Medicare health benefit program. The company has offices in South Carolina, Georgia, Ohio and Illinois.