Intelenet becomes world's first company to receive COPC 4.0 certification

14 March 2006

Mumbai: Intelenet Global Services, an HDFC-Barclays joint venture and amongst India's leading international BPO company has become the first company world-wide to be awarded the COPC version 4.0 Standard certification. QAI, COPC's consulting partner in India will present the certification to Intelenet.

Issued by COPC, a recognised global leader in contact centre consulting, the COPC version 4.0 standard certification demonstrates a service providers' ability to constantly focus and enhance end-customer experience while generating a measurable effect on ROI - the vital link between performance and profitability.

The COPC Release 4.0 Standard represents the most significant change to the COPC-2000 standards for customer service providers (CSPs) since its introduction in 1996 as the industry standard for contact centre operational performance, with a narrower, deeper approach to process improvement and profitability.

"We embraced COPC as a strategic initiative in early 2003 and since then it has grown to become the minimum capability any processes needs to deliver to," says Prabhu Srinivasan, chief strategy and quality officer, Intelenet Global Services. "Being the first to be certified on version 4.0 just validates our strong impetus behind this initiative. We will continue to leverage the standard to deliver quantum benefits to our clients and end -customers."

Headquartered in Amherst, New York, Customer Operations Performance Centre, Inc. (COPC) is the leading authority on customer contact centre and transaction processing services operations. The COPC Standard was developed in 1995; representatives from various companies volunteered to join a work team concerned about performance and service quality provided by third party Customer Service Providers (CSPs).

These firms included American Express, Compaq, Dell, Intel, L.L. Bean, Microsoft, Motorola and Novell. Several hundred locations in 30 countries are using the standard to improve performance, reduce costs, and increase customer satisfaction. Users include firms in e-commerce, computer hardware and software, financial services, healthcare, telecommunications and consumer products.