Agero Recertified for Prestigious Contact Center Certification Standard

Recognition with COPC CSP Standard Demonstrates Continued Emphasis on Excellence in Contact Center Operations

Jun 18, 2012, 09:00 ET from Agero

MEDFORD, Mass., June 18, 2012 /PRNewswire/ -- Agero, a global leader in driver assistance services and vehicle connectivity innovation, has successfully completed recertification for the COPC Customer Service Provider (CSP) Standard.

COPC Inc. is the world's leading authority on customer experience management, including performance improvement for buyers and providers of customer service, customer contact center and business process outsourcing operations. The COPC Family of Standards is the most rigorous and prestigious performance management system in the customer contact industry.

The COPC CSP Standard is a performance management system designed to balance speed of service, accuracy and efficiency, and resulting in higher customer satisfaction. To be certified to the COPC CSP Standard, companies are required to not only implement high performance processes, but achieve a specific level of customer contact performance or sustained improvement.

Initially certified in 2007, Agero is committed to delivery of the highest level of service to its automotive OEM clients and the end-users of its roadside assistance and connected vehicle services programs. Since its initial certification, Agero was recertified in 2008 and 2010. Agero operates five contact centers in North America; it recently announced Clarksville, Tenn., as the location for its sixth center, scheduled to open later this year.

"Following COPC's rigorous assessment of our operational processes and performance, Agero is proud to have attained recertification to the most valued standard in the contact center industry," said Charlie Cavolina, president of Connected Vehicle Services and chief service officer for Agero.

"In the time that we have worked with the people at Agero, it has been impressive to see how effectively they have put practices in place to drive continued customer satisfaction," said Scott Flewelling, vice president of COPC Inc.

Flewelling said certification to the COPC CSP Standard means that organizations ensure that their clients and end-users consistently receive high levels of service and quality, combined with high levels of operational efficiency and reduced costs.

About Agero

Agero is a leading provider of connected vehicle services for the automotive, insurance and aftermarket industries and is a market leader in roadside assistance and claims management. Based in Medford, Mass., the company has operations throughout North America and offices for connected vehicle programs in Europe. For more information, visit

About COPC Inc.

COPC Inc. provides consulting services and training to help companies improve revenue, reduce costs, and increase customer satisfaction in operations that support the customer experience. COPC Inc.'s main offering is performance improvement services for customer contact centers, including both in-house and outsourced, as well as vendor management organizations. The foundation of all COPC Inc. work is the COPC® Family of Standards, a collection of the most prestigious and rigorous performance management systems for the customer contact industry. Since 1996, COPC Inc. has completed nearly 1,500 assessments of customer contact centers in 70 countries. COPC Inc. is privately held with headquarters in Winter Park, Fla., USA.