Infosys BPO, the business process outsourcing subsidiary of Infosys Technologies, today announced that it has been certified to COPC-2000® CSP Standard Version 4.1 for selected client programs –in the telecom order entry and order validation processes. The COPC-2000® CSP Standard is a performance management framework, which is considered as a valued strategy for implementing contact centre best practices that improve performance in customer satisfaction and service, inbound and outbound sales, service dispatch, collections, retention, remittance processing, fulfillment, and other service operations.

“Infosys BPO is delighted to receive this certification. It reiterates our commitment to excellence and recognises our consistency in delivering to the highest standards of performance on measures such as service, quality, revenue, cost and client satisfaction, and hence is truly the trusted business transformation partner,” said Amitabh Chaudhry, CEO and MD, Infosys BPO Ltd.

“Infosys BPO is focused on its customers and using the COPC® 2000 CSP Standard delivers unparalleled customer driven results,” said Alton Martin, CEO, COPC, Inc. “In a time when outsourcing has mixed connotations, Infosys BPO is truly at the forefront of its industry by placing its focus on delivering best-in-class results to their customers.”

Dibyendu Das, Consulting Partner – QAI, the exclusive implementation partner for COPC Inc. in this region, says: “Infosys BPO is a great example of how a Customer Service Provider can leverage the globally acclaimed and de-facto standard for ITES-BPO operations – the COPC® Standard – for driving alignment of business goals with operational metrics, with a highly action-oriented and result-based approach. The executive management and operative staff of Infosys BPO must be complimented for their dedication and focus. The investment in human capital was demonstrated early in the project with extensive trainings and competency building programs right at the onset of the journey, with QAI’s support.

This investment paid off as Infosys BPO successfully attained certification to COPC-2000® CSP Standard Release 4.1, in one of the shortest spans (less than 12 months). This is indeed a testimony of how service providers in the non-voice back-office transaction environment are adopting the COPC® Standard to deliver high performance on a sustainable basis, and thus gain competitive edge in the marketplace”

The COPC-2000® CSP Standard Version 4.1 focuses on consistent results at a programme and their correlation with the satisfaction levels of various stakeholders who include end-users, clients or employees). It concurrently measures all customer-touch activities, providing a framework to identify and measure specific attributes required for sustained operational performance improvement. Experience has demonstrated that organizations that successfully implement the COPC ® Performance Management System can dramatically lower costs while maintaining or improving service quality as well as client and end-user satisfaction. The Certification Process is a holistic approach to high performance operations which requires management to run business by balancing service, quality and cost; setting high performance benchmark targets; monitoring results using objective data; continually improving in areas not meeting targets; consistently meeting client and internal performance requirements.

Given the focus on consistently high performance standards expected over a long period of time, the COPC-2000® CSP Standard Version 4.1 requires extensive preparation and assessment and is much sought after by the BPO industry. Infosys BPO partnered with QAI for this implementation journey.

Sourced From: Corporate Voice|Weber Shandwick

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