Press Release

Press Information

FOR IMMEDIATE RELEASE
18 Mar 2004

COPC Inc. Appoints Roger Beattie as Business Development Director, Europe

Amherst, NY — Customer Operations Performance Center Inc. (COPC) announces the addition of Roger Beattie to COPC International's European organization. As Business Development Director, he is responsible for the further development and expansion of COPC services across Europe.

Roger brings with him more than 15 years' experience in driving Quality Management and Performance Improvement initiatives in outsourced Customer Care, Technical Support and Fulfillment industries.

Prior to joining COPC, Roger was Director of Quality for Sykes Europe, Middle East & Africa (EMEA), responsible for the strategic development and tactical implementation of all Performance Improvement initiatives. He guided two large, multi-client sites through the certification process and achieved certified status to the COPC-2000® Standard. Prior to Sykes, he was Group Quality Manager for McQueen in Scotland where he led a number of high-profile improvement initiatives in Client and Business Relationship Management and BPR.

A former member of the COPC Standards Committee, Roger believes passionately in continuous performance improvement and operational excellence.

Roger studied Business Administration at Napier College in the Scottish Borders and Statistical Process Control techniques at Napier University in Edinburgh, Scotland, before going on to lecture, part-time, to BSC Quality Management students in the Scottish Borders.

About COPC

Headquartered in Amherst, New York, Customer Operations Performance Center, Inc. (COPC) is the leading authority on customer contact center and fulfillment services operations. COPC is authorized to issue certification to the COPC-2000® Standard, a comprehensive operation performance standard that specifies minimum operational requirements in critical functional areas. 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 about COPC Inc., please email to info@copc.com.