World first for Desjardins client contact centres

Acc�sD Services client contact centres, the only ones worldwide to receive COPC certification for an eighth consecutive year

Montreal, February 9, 2012 � Desjardins Group�s Acc�sD Services client contact centres ( have received the prestigious COPC (Customer Operation Performance Center) certification for an eighth consecutive year. Currently, no other organization in the world of any type has held a COPC certification for this long. This certification is one of the most exacting standards in the world for client contact centre operations. To obtain it, centres must comply with a set of management criteria as well as measure and meet more than 250 performance indicators for productivity, service quality and customer satisfaction on a monthly basis.

The benchmarks for achieving COPC certification evolve from year to year. More than mere recognition, this certification is a permanent process for improving operations. For Roger Tessier, Vice-President, Acc�sD, this is an accomplishment the entire organization can be proud of. “It is clear that we want to maintain our COPC certification year after year. But beyond attaining international recognition, this is, for the entire organization, a demanding framework we can use to compare ourselves to the highest industry standards and strive for constant improvement. Our main goal being, it goes without saying, to provide high quality services to our members.”

The first certification of Acc�sD Services client contact centres in 2005 made Desjardins the first financial institution in North America to receive COPC certification.

About Desjardins Group

Desjardins Group is the leading cooperative financial group in Canada with assets of nearly $190 billion. Drawing on the strength of its caisse network in Qu�bec and Ontario, and its subsidiaries across Canada, it offers a full range of financial products and services to its 5.8 million members and clients. Desjardins specializes in Wealth Management and Life and Health Insurance, in Property and Casualty Insurance, in Personal Services, in Business and Institutional Services. As one of the largest employers in the country and among Canada�s Top 100 Employers for 2012TM, Desjardins is supported by the skills of its 43,600 employees and the commitment of nearly 6,000 elected officers. A new education and cooperation program is now available to Desjardins members and the general public. For more information, visit