[Funai Consulting] The Iyo Bank, Ltd. Obtains COPC Certification, the Global Standard for Customer Experience Management

Funai Consulting Incorporated (Headquarters: Chuo-ku, Tokyo; President and CEO: Daisuke Shingai; hereinafter "Funai Consulting"), a management consulting firm with specialized consultants for mid-sized and small to medium enterprises, announces that in March 2026, the Iyogin Telephone Center and Telephone Reception Center of the Direct Consulting Department at The Iyo Bank, Ltd. (Head Office: Matsuyama, Ehime; President: Kenji Miyoshi) implemented the international quality assurance standard "COPC® CX Standard for Contact Centers Release 7.1 Version 1.0 (hereinafter, COPC® CX Standard)" and obtained certification. (*1) The COPC® CX Standard (*2) is an international benchmark for companies that provide outstanding customer experience (CX), with defined operational processes and benchmarks. This certification is awarded to organizations that consistently achieve high results in service speed, customer service quality, operational efficiency, and customer satisfaction, based on operational audits and performance data evaluations. Last year, the Direct Consulting Department of The Iyo Bank obtained Japan's first COPC certification for a regional bank, targeting the "Iyogin Telephone Center," which handles general toll-free numbers and personal loan numbers. This fiscal year, they expanded the scope of this activity to include the "Telephone Reception Center," which covers branch dials and dedicated numbers for loss and theft. They have continued to uphold the goal of "providing the best CX" through non-face-to-face communication via phone and email, achieving significant results. In addition to stable performance in customer experience, including customer satisfaction, they have achieved higher employee satisfaction scores than last year. It was also confirmed that they are realizing even more efficient operations along with the expansion of the target scope. Their continuous improvement activities to date were evaluated as fully meeting the requirements of the international "COPC® CX Standard," leading to certification by COPC Inc. ■ Certification Standard and Details - Standard Name: COPC® CX Standard for Contact Centers Release 7.1 Version 1.0 - Certified Company: The Iyo Bank, Ltd. - Location: Matsuyama, Ehime - Certified Scope: Direct Consulting Department, Iyogin Telephone Center and Telephone Reception Center - Certification Month: March 2026 - Certifying Body: COPC Inc. (USA) (*1) The organization that conducts COPC® standard audits in Japan is the Proceed Division of Funai Consulting Incorporated. The Proceed Division provides services in all areas, from customer service business strategy to support for improving the quality of actual interactions by operators, using global standards such as COPC, KCS, and ICXI. https://proseed.co.jp/service/copc/about/ https://proseed.co.jp/service/copc/certification/ *COPC: International standard for contact center management (USA: COPC Inc.) *KCS: Knowledge management standard (USA: Consortium for Service Innovation) *ICXI: Organizational capability standard for CX Promotion Office/Customer Service Office (UK: International Customer Experience Institute) (*2) The COPC® Standard was established in 1996 in the United States by companies that operate and outsource call center operations (Microsoft, Dell...