Indian BPO first in world to get quality certificate

Thursday, 27 March 2003, 08:00 Hrs
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BANGALORE: An Indian business process outsourcing (BPO) company claims it has become the first in the world to achieve globally recognised certification for back office processing services.

ICICIOnesource has achieved the Customer Operations Performance Centre (COPC) after passing through a rigorous procedure as per the newly released BPO Services Exhibit to the COPC-2000 CSP (customer service provider) standard.

"ICICIOnesource's certification affirms the high quality performance that the leading BPO companies from India offer to clients worldwide," said Cliff Moore, co-founder and chairman of COPC.

He said in a statement: "ICICIOnesource has been instrumental in helping to expand the COPC-2000 CSP Standard to explicitly incorporate BPO services."

The certification to a subsidiary of India's largest private sector bank, the ICICI Bank, comes at a critical moment when the campaign against outsourcing of call centre and back office processing to Indian companies has gained ground in the U.S.

ICICIOnesource had already received COPC certification for its inbound customer contact centre services.

The first call centres in India to get COPC certifications was 24/7 The COPC also nominated the first Indian, Prakash Gurbaxani, CEO, Transworks India, to its standards committee a few months ago.

The COPC-2000(r) CSP certification is awarded to Customer Service Providers (CSPs) that meet comprehensive operations performance requirements in critical functional areas important to outsourcers and their customers.

The COPC certification was developed in 1995-96 by individuals from Microsoft, Motorola, Dell, American Express, L.L. Bean and other customer-focused companies seeking to standardize the level of service quality provided by CSP organisations and is recognized worldwide as the leading standard of excellence for customer contact and fulfilment centres.

More than 300 locations in 30 countries are using the COPC Standard to improve performance in sales, customer care, technical support, distribution and customer acquisition. The users include firms in e-commerce, computer hardware and software, financial services, healthcare, manufacturing, telecommunications and consumer products.

ICICIOneSource's clients include the U.S. and Britain-based Fortune 500 clients. It is one of the largest third-party BPO services companies in India with offshore facilities in Mumbai and Bangalore and business development offices in New York and London.
Source: IANS
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