Carlson Leisure Travel Services Scores Extraordinary ROI and Highest Customer Satisfaction as Re-certification to the COPC-2000® Standard is Completed
Carlson Leisure Travel Services is among the top services providers for credit card companies, financial institutions, and fulfillment loyalty programs. Driven by the demand for highest quality customer service, Carlson Leisure Travel Services clearly demonstrated “World Class” distinction while implementing the re-certification process across multiple contact centers.
Amherst, NY (PRWEB) May 3, 2004 -
– Carlson Leisure Travel Services is among the top services providers for credit card companies, financial institutions, and fulfillment loyalty programs. Driven by the demand for highest quality customer service, Carlson Leisure Travel Services clearly demonstrated “World Class” distinction while implementing the re-certification process across multiple contact centers. The re-certification audit was completed in less than one week with Carlson Leisure Travel Services meeting 100% compliance requirements immediately.
Carlson Leisure Travel Services continues to make history as the first – and to date, only – travel fulfillment provider worldwide to achieve re-certification, and again, among mid - to large-size companies, achieving re-certification in the shortest time period. “The re-certification process clearly demonstrates our continued commitment to Contact Center Excellence, ensuring our clients the highest quality customer service,” stated Eric Burdon, Executive Vice President of Minneapolis-based Carlson Leisure Travel Services, which operates customer contact centers in Boise, Idaho and St. Louis, Missouri.
Recognizing the critical importance of exceptional and consistent customer experience, the COPC certification process aligns perfectly with the “Best-in-Class” vision of Carlson Leisure Travel Services. Understanding the operational impact of quantified measures has driven both customer satisfaction and increased revenue. In fact, over 80% of recent, dramatic cost savings have been directly attributed to the COPC-2000® Standard implementation.
“COPC has been instrumental in our efforts to improve our business – and the results speak for themselves. They have helped us combine the best of the COPC-2000® Standard framework, Six Sigma and COPC Registered Coordinator training, enabling us to successfully grow our revenue, dramatically reduce operating costs, while delivering the highest level of quality and customer service,” declared Mark Steinweg, General Manager. “These efforts not only help to provide peace-of-mind to our clients and their customers, but it also strengthens our reputation as a great and secure place to work.”
Since its inception in 1996, Carlson Leisure Travel Services has evolved into the prominent service provider in the field of leisure travel award redemption programs and continues to enhance its valued level of customer service.
About COPC
Headquartered in Amherst, New York, Customer Operations Performance Center, Inc. (COPC) is the leading authority on customer contact center operations. COPC is authorized to issue certification to the COPC-2000® Standard, a comprehensive operations 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, 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. For additional information about COPC, visit www. copc. com, email info@copc. com or call us at 512-250-3412.
About Carlson Leisure Travel Services
Carlson Leisure Travel Services, a division of Carlson Travel Group, Inc. (wholly-owned by Carlson Companies), provides corporate clients with employee leisure booking tools, including TripForce. com, in addition to providing financial institutions and credit card reward programs with travel award redemptions. Through its customer contact centers, Carlson Leisure Travel Services currently assists more than 6.5 million active members of client credit card loyalty programs.
Carlson Travel Group, Inc, is a subsidiary of Minneapolis-based Carlson Companies. Among the names in the Carlson family of brands and services are: Carlson Marketing Group®, Carlson Wagonlit Travel®, Carlson Destination Marketing Services, Regent® International Hotels, Radisson® Hotels & Resorts, Park Plaza®, Country Inns & Suites By Carlson®, Park Inn® hotels, Results Travel, Cruise Holidays, Radisson Seven Seas Cruises®, and T. G.I. Friday’s® and Pick Up Stix® restaurants.
# # #
