ICMI Certifies ADP via its Customer Management Operations Standards Program
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ICMI Certifies ADP

ICMI Certifies ADP® via its Customer Management Operations Standards Program

Call Center Site Certification Program Validates ADP’s Best-in-Class Call Center and Effective Customer Management Strategy

COLORADO SPRINGS, Colorado, June 23, 2011 – 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/cmos.


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