COLORADO SPRINGS, Colo., June 23, 2011 /PRNewswire/ -- The International Customer Management Institute (ICMI) announced today that it has certified ADP ® via its Customer Management Operations Standards (CMOS) program. ADP®, a leading provider of human resource outsourcing, payroll services, tax and compliance services, benefits administration and accounts payable solutions, passed the initial CMOS assessment and was able to be audited and certified immediately, effectively bypassing the need for improvements based on the initial assessment. Their accelerated advancement through the rigorous CMOS program validates ADP's best-in-class call center and effective customer management strategy.
ICMI's CMOS Program supports a comprehensive call center management framework that employs a mix of specialized tools, cross-industry best practices, assessments, and proven systems. This helps participating organizations deliver sustained contact center efficiency and effectiveness over the long term. Comprised of a four-step process, CMOS participants first take part in a formal assessment, followed by an improvement and implementation period, then a subsequent audit which finally prepares them for certification.
"Supporting an effective call center operations strategy enables organizations to deliver an optimal customer experience," noted Tara Gibb, ICMI's Global Brand Director. "Given their high performance via the CMOS assessment and audit, ADP is clearly committed to providing excellent customer service."
Through CMOS, participating organizations are able to focus on meeting core business objectives, including:
- Improving the financial performance of the contact center
- Building and maintaining customer loyalty and lifetime customer value
- Standardizing processes and best practice collaboration
- Increasing employee engagement and satisfaction
- Improving business intelligence and analytics
"ADP is committed to optimizing the client experience," added Dan Hammelman, Vice President, ADP Inc., National Account Service Centers. "We are thrilled to be ICMI certified via the CMOS program, and look to continually monitor and improve upon our performance so we can deliver on our core value of service excellence."
To learn more about ICMI's CMOS program and professional certification as well, please visit: icmi.com.
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals – from frontline agents to executives – who wish to improve customer experiences and increase efficiencies at every level of the contact center. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to providing uncompromised objectivity and results-oriented vision through the organization's respected lineup of professional services including: Training and Professional Certification, Consulting, Events, and Informational Resources. Founded in 1985, ICMI continues to serve as one of the most established and respected organizations in the call center industry.
ICMI is a part of UBM Live which provides leading integrated media solutions and professional services across 20 different markets. For more information, visit www.icmi.com.
Automatic Data Processing, Inc. (NASDAQ: ADP), with nearly $9 billion in revenues and about 550,000 clients, is one of the world's largest providers of business outsourcing solutions. Leveraging over 60 years of experience, ADP offers a wide range of HR, payroll, tax and benefits administration solutions from a single source. ADP's easy-to-use solutions for employers provide superior value to companies of all types and sizes. ADP is also a leading provider of integrated computing solutions to auto, truck, motorcycle, marine and recreational vehicle dealers throughout the world. For more information about ADP or to contact a local ADP sales office, reach us at 1 (800) 225-5237 or visit the company's website at www.ADP.com.
SOURCE International Customer Management Institute (ICMI)/UBM Live