PENGURUSAN Air Selangor Sdn Bhd (Air Selangor) achieved a significant milestone when it was awarded the "CX Standard for Contact Centres" in December 2023.
Air Selangor obtained the Customer Operations Performance Centre Customer Experience (COPC CX) Standard Release 7.0, marking a major step in its commitment to delivering exceptional customer experiences.
According to Air Selangor, achieving the COPC certification was a monumental task that required vision, determination and unwavering commitment.
"The company's journey towards this certification began on July 1, 2021.
"By incorporating the COPC process into Air Selangor's contact centre, we have streamlined processes, tailored experiences, and adeptly met customer needs in accordance with COPC guidelines," Air Selangor said.
The COPC certification stands as the pinnacle of recognition within the industry for any customer experience operation.
Air Selangor's contact centre excelled in meeting COPC's standards, encompassing areas such as:
- Employee Engagement & Satisfaction
- Benchmarking Certification
- Operational Efficiency
- Customer Experience Enhancement
- Performance Improvement
The process of obtaining the COPC certification equipped the Air Selangor team with a framework to streamline operations and create a unified culture.
This has led the company closer to its vision of being the leading water services provider in Asia by 2030.
Air Selangor attributes the success to the diligent efforts and dedication of their project members from the Customer Experience Department and business partner, Daythree.
The Customer Experience Department remains committed to delivering the best experience to customers in Selangor, Kuala Lumpur and Putrajaya through various new initiatives and customer service quality enhancements.
Find out more interesting info about water on Hydro Hub, Air Selangor's one-stop content platform.