Chinese Cities to Adopt Call Center Standards Created by Consortium of Technology Companies and San Diego-Based Service Strategies Corporation

NANCHANG, Jiangxi Province, China, May 20 /PRNewswire/ -- Service Strategies Corporation, a leading provider of service improvement programs, and its Chinese partner SEE-CMM, today announced that the internationally recognized Service Capability & Performance (SCP) Standards are to be adopted by Chinese cities to ensure service quality for Call Centers. Call Center development is a key aspect of China's modernizing strategy. These service operations play an essential role in serving the public and are required to help support commerce in almost every business sector.

Guanghui Zeng, vice mayor of Nanchang made the announcement at the recent 2010 China (Nanchang) International Call Center Industry Development Summit. Nanchang is the first city to adopt the standards as a means to guarantee that Call Centers in the Nanchang National High-Tech Development Zone are able to deliver high quality service, thereby ensuring that they will be competitive in the global and home outsourcing market.  

Nanchang is suitably located in the central region and is deemed to become the largest Call Center base in China. The Nanchang High-Tech Zone is focusing its resources in the outsourcing, software and services industries. "Currently the Call Center industry base in Nanchang has attracted the world's top US, European, Taiwanese and Chinese companies," said Baumin Lee, deputy director of the China Call Center Industry Development Management Standards Committee.    

Created by a consortium of leading technology companies and Service Strategies Corporation, the SCP Standards were designed to improve service quality and effectiveness. The standards, which address customer support, eservice, field service, and professional service disciplines, define best practices for delivering world-class service and support, quantify performance levels, and establish a framework for continuous improvement.

Currently, over two hundred organizations around the world have adopted the internationally recognized standards including Advent Software Inc., CompuCom Systems Inc., EMC Corp., McKesson Corp., Mentor Graphics Corp., NetApp and many others.

"Far-sighted digital cities in China are seizing the opportunity to create the infrastructure required to provide 21st century services unburdened by outdated 20th century practices, just as has already occurred in the manufacturing sector," said Mei Lin Fung, chairman of the Institute for Service Organization Excellence, a judge (2002-2006) in the Greater China CRM Awards. "The race is on to be a global service hub. Nanchang is on the right track by making the connections, building the relationships, and investing the resources to be one of the leaders in China's service industry."

Amrita Joshi, CEO of Ahilia, a company that performs research and guidance in the BPO and Outsourcing industry, added, "Global demand for Chinese voice related work is high but there are not enough qualified companies to supply the demand. Nanchang's adoption of the SCP Standards is a significant step towards enhancing the city's reputation for delivering a high quality global service experience"

About Service Strategies Corporation

Service Strategies advances service excellence by providing industry standards, training, consulting and certification programs that ensure delivery of consistent, high-quality service and support. The world's leading service providers have adopted Service Strategies' Service Capability & Performance (SCP) Standards as a roadmap for service excellence and a benchmark measure of success. For more information, call 858.674.4864 or toll free in North America 800.552.3058, visit www.servicestrategies.com or email [email protected].

About SEE-CMM

SEE-CMM (Service Enterprise Excellence Capability Management Model) is the world most prestigious Service and Support membership association and the industry's premier certification and training body. Guided by the SCP international panel of industry experts and practitioners, SEE-CMM is the leading resource for Service Enterprise and Business Process Outsourcing trends and best practices. The SEE-CMM is based on the SCP (Service Capability & Performance) International Standard and the SEE-CMM Standards Committee looks after the interests of the service industry in China and Asia Pacific. SEE-CMM is the Chinese business partner for Service Strategies Corp., representing the SCP Standards program. For more information, call 0086.10.87641960, visit www.seecmm.com or email [email protected].

SOURCE Service Strategies Corporation