A first on The Subcontinent

And on The Subcontinent, Customer Operations Performance Center Inc. has announced that the Chennai location of global BPO firm Sutherland Global Services has become the first organization in India to achieve certification for multiple services to the COPC-2000 CSP Standard Release 4.0. The COPC-2000 CSP Standard is the sole certification process designed specifically for the needs of contact centers. With the Release 4.0 Standard, COPC Inc. hopes to enhance the depth and breadth of the COPC Framework by focusing on items most relevant to performance and profitability.

Through the COPC Inc. initiative, Sutherland can claim successfully managing to tie in operational excellence with business excellence. According to Dibyendu Das, a consulting partner for COPC Inc.’s affiliate in India, QAI, certified CSPs must show well-designed and deployed processes in addition to high levels of performance on a broad range of key metrics. The COPC Performance Management System includes site certification programs, operational management training, contact centers, performance improvement consulting and vendor sourcing and management services.

Founded in 1996, COPC Inc. has now worked with organizations in 35 countries. Global clients include Accenture, Apple, the BT Group, Bertelsmann Arvato, Blue Cross Blue Shield, Cable & Wireless, Citigroup, Convergys, General Motors, Genpact, HP, Lenovo, Microsoft, NTT, Sony, Telefónica, Telstra, and Wipro. Founded in Rochester, New York, twenty years ago, Sutherland Global Services is a global customer management company in the ITeS industry.

Sutherland provides a blend of onshore-, near shore- and offshore-based customer management services to Fortune 1000 clients in industries including telecommunications; computer and network technology; financial services; and consumer electronics industries. Sutherland’s global employee base numbers more than 12,000.