GSS: COPC Standard and quality systems

GSS group

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COPC-2000® Standard

The COPC-2000® Standard outlines the global best practices for managing processes inherent to customer contact transactions in any form: telephone services, chat, web interaction, personalized attention as well as all types of offline transactions that may be a part of the customer services chain.  

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The fundamental objective of these practices is to simultaneously optimize costs and revenue as well as the quality of the products and services offered by an entity and as a final result, ensuring high satisfaction rates among end users. The method focuses on designing the experience desired by customers for each one of the points of interaction with a goods or services provider.

In order to obtain COPC-2000®CSP Certification, transactions must go through a process that ensures not only that these practices are properly implemented for all services you wish to certify, but also that they attain high performance levels in comparison to industry benchmarks and/or customer requisites with respect to a pre-determined and balanced set of key metrics.

The COPC-2000®CSP Standard represents a comprehensive performance management model that makes it easier to achieve high levels of efficiency, revenue and end user satisfaction. It guarantees the certified entity that its operations are part of a very exclusive group of operations that share most of the world’s customer contact industry best practices.  In particular, when it comes to outsourcing entities, COPC-2000®CSP certification allows them to guarantee their contractor clients that their end users are being served by a provider that belongs to an exclusive group that shares most of the world's BPO industry best practices.
Aware of the many benefits of the COPC-2000® Standard, the GSS Management team has decided to implement the most critical points of the method across the board in all of its campaigns.
In addition and in parallel, GSS also aims to certify an important telecommunications sector client in Madrid and in Lima.  This process is already underway.
GSS also relies on an internal team of consultants to carry out these important actions.


Quality Systems

  • With an aim to improve the quality of its services, the organization implemented a Quality Management System which obtained UNE-EN-ISO 9001:2000 certification for telemarketing in 2003 (Certificate no. 47103).
    This system is currently in place as per the new version of the standard UNE-EN-ISO 9001: 2008.

  • As an improvement, GSS Group has implemented an Integrated Management System based on UNE-EN-ISO 9001: 2008 and UNE-EN-ISO 14001: 2004 Quality and Environmental Policy standards (Certification that GSS Group obtained on October 30, 2009).

  • The GSS Group Quality Policy is the framework that establishes the rules and objectives of the quality system. As stated in the policy, the GSS objective is to ensure the highest level of satisfaction for their clients and the continuous improvement of its services.
    Based on this quality policy, GSS Group has developed and maintained an entire management procedures system. GSS Group first became ISO 9001 certified in March 2003.  All revisions stipulated have been completed and it renewed its ISO 9001:2008 certification on February 9, 2009, after a positive audit and report by the auditor British Standards Institution (BSI,

  • GSS Group obtained the Award for “Best Quality Management” on November 8, 2007, at the 10th Call Center Conference in the "Best Customer Relations Management" category.

See our Quality, Environmental, Occupational Safety and Health Policy.




                  Quality Management System

    Registration Certifacate


Environmental Management System

Registration Certifacate


                         ISO 9001:2008 Certification

                                    Due dilligence by BSI












Grupo GSS

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Sistemas de calidad

  • Con el objetivo de mejorar la calidad de sus servicios, la organización implantó un Sistema de Gestión de la Calidad, que obtuvo en el año 2003 el certificado conforme a la norma UNE-EN-ISO 9001:2000 (Certificación nº 47103) para la actividad de Telemarketing.

    Este sistema se mantiene en la actualidad, según la nueva versión de la norma UNE-EN-ISO 9001; 2008.

    Como mejora, Grupo GSS ha implantado un Sistema de Gestión Integrado en base a las normas UNE-EN-ISO 9001; 2008 y UNE-EN-ISO 14001; 2004 de Políticas de Calidad y Medio Ambiente.

  • La Política de Calidad de Grupo GSS es el marco en el que se establecen las bases y objetivos del sistema de calidad. Tal y como se manifiesta en la misma, el objetivo que persigue GSS es asegurar el máximo nivel de satisfacción de sus clientes y la mejora continua de sus servicios.

    En base a esta política de calidad, Grupo GSS ha desarrollado y mantenido todo un sistema de procedimientos de Gestión. La certificación inicial en la ISO 9001 de Grupo GSS es de marzo del 2003; se han realizado todas las revisiones estipuladas y el 9 de febrero de 2009, se ha obtenido la renovación de la certificación en la ISO 9001:2008, tras la auditoría e informe favorable de la entidad auditora, British Standards Institution (BSI,

    Durante el 2009, Grupo GSS ha desarrollado el proyecto para la certificación Medioambiental, en la ISO 14001, actualmente en fase de implantación, estructurando un Sistema de Gestión Integral.

  • Más allá de las certificaciones, la empresa tiene como política de calidad la total satisfacción de nuestros clientes mediante el cumplimiento de los requisitos, tanto los especificados, legales y reglamentarios, así como cualquier requisito adicional determinado por la organización.

         Sistema de Gestión de la Calidad

         Certificado de Registro


 Sistema Gestión Medioambiental

 Certificado de Registro


               Certificación ISO 9001:2008

                                     Auditoría por BSI