Banco Promerica has received the international GMD certification from COPC for the sixth consecutive time, according to an announcement made on August 31, 2025. The certification was granted by Kenwin, a company known for evaluating operational standards in customer service.
The bank stated that this recognition highlights its ongoing efforts to improve operational processes and customer experience within the financial sector. Banco Promerica is currently the only financial institution in Costa Rica to hold the renewed certification of the COPC Performance Improvement Guide Version 7.0, which is considered a global standard for enhancing customer service and business outcomes.
Arlene Martínez from Banco Promerica commented: “La guía GMD de COPC se ha convertido en nuestro norte para gestionar el centro de contacto de servicio al cliente, y obtener por sexto año consecutivo la certificación, reafirma nuestra consistencia y compromiso con la excelencia.”
The certification process included several stages such as staff training, coaching sessions, detailed audits, and reviews of management indicators. These steps are designed to ensure high-quality operations and continuous improvement.
Banco Promerica reported that applying this standard has led to better resolution rates and increased customer satisfaction across its various communication channels.
