“CNCBA Contact Center Industry Standard Study Group”, established in 2005, is guided by the Ministry of Industry and Information. Reported by CCTV-4 International Channel, together with Annual Best Contact Center Award being held, CNCBA Contact Center Industry Standard Study Group is officially upgraded to 4PS Contact Center International Standard Committee, and declares to the world the official establishment of an international standard organization engaged in the research on customer interaction and customer relationship management.

Through three-year industry survey, research and demonstration, 4PS Contact Center International Standard Committee was established in 2010. It is the only one committee that is directly initiated by National Software and Integrated Circuit Public Service Platform, Ministry of Industry and Information and China Contact Center & BPO Association(CNCBA), and jointly established by experienced managers from nearly 20 enterprises of Top 500, such as Microsoft、Dell、Cisco、HP、Taiwan Chunghwa Telecom、 Motorola、IBM、L’Oreal、Royal Bank of Scotland、Yum!、PCCW、SYKES、VXI、Cctaoren.com and Contact Center & Sourcing Management University (CCMU), and managers from domestic famous organizations, which covers hi-tech, software, communication, finance, outsourcing, fast-moving consumer goods, industry media, research institutes and colleges.

4PS Contact Center International Standard includes a complete set of “customer-oriented” system for management and performance improvement.

It conducts 360-degree evaluation on a contact center through 180 assessment points and 5 dimensions, including Strategic planning, Personnel management, Process management, Platform(technology & environment) and performance& data, in order to find out the deficiency in the operation of the contact center, and take measures to help the contact center continuously improve the ability of operation management.

4PS Contact Center International Standard Authentication is mainly used to help improve customer satisfaction, service quality, professional management working efficiency and business income, reduce personnel mobility, ineffective work and cost, increase customer competence and popularize brand reputation.

As an academic institute for global contact centers, 4PS Contact Center International Standard Committee organizes members for regular study, exchange and discussion, in order to realize interactions and effective sharing.

The Committee is committed to joint research and discussion, in order to drive the formation and establishment of 4PS Contact Center International Standard, which will become a global industry standard rooted in China for contact centers in the future.

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