Press Release

Announcement

FOR IMMEDIATE RELEASE
06 Feb 2004

SKY TV Engages COPC for Baseline Assessment of Contact Center Operations

Amherst, NY - A COPC-2000® Gold Standard baseline assessment has recently been performed at the two SKY TV Contact Centers located in Sao Paulo, Brazil. As a major satellite TV operator in Brazil, SKY TV engaged COPC to review these facilities and assist the firm to improve service, quality and consistency using the COPC-2000® Standard.

The COPC-2000® Standard has been proven in over 625 field assessments to provide management with the information needed to drive sustained improvement in operational performance. SKY Brasil Servicos Ltda continually seeks opportunities to reduce costs, while improving service, quality, and customer satisfaction level, in all areas of its customer service organization. SKY TV values the expertise COPC brings to their contact center facility.

About SKY Brasil Serviços Ltda

Created in 1996, SKY TV Brasil Serviços is the strategic alliance of three major global entertainment, production, media and communications groups; Globo, News Corporation and Liberty Media Corporation. As a customer-oriented operation, it has been Call Center Certified under ISO 9002 Standard, as well as having key operational staff trained as COPC Registered Coordinators.

About COPC

Headquartered in Amherst, New York, Customer Operations Performance Center, Inc. (COPC) is the leading authority on customer contact center and transaction processing services operations. COPC services clients on a worldwide basis, and has representatives in Argentina, Australia, Brazil, Canada, India, Japan, Singapore, South Africa, United Kingdom, and the United States.

The COPC Standard was developed in 1995 by individuals from Microsoft, Motorola, Dell, American Express, L.L. Bean, Intel, and other customer-focused companies who were concerned with the level of service quality provided by Customer Service Providers (CSPs). 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.

For additional information, please email to info@copc.com.