Press Release
Press Information
FOR IMMEDIATE RELEASE
06 Dec 2006
For additional information, contact
Catherine Nowocien, 716-835-5041
copc@graytoncompany.com
Citigroup Global Services Achieves Certification to the COPC-2000® CSP Standard Release 4.0
Williamsville, NY – Customer Operations Performance Center Inc. (COPC Inc.) announces that Citigroup Global Services Ltd. (formerly known as eServe International LTD.), global processing group for Citibank, has earned certification to the COPC-2000® CSP Standard Release 4.0. for multiple services.
A provider of IT-enabled services, Citigroup Global Services has provided transaction processing, customer care solutions and technology services to Citigroup India since 1992 and Citigroup businesses globally since 1999. Driven by a commitment to operational excellence, this certification spans a wide range of Back and Front Office transaction processes and Contact Centre activities including collections, inbound customer service, and BPO across multiple customers within Citigroup.
Among the most highly valued and sought after credential in the Customer Service Provider industry, the COPC-2000® CSP Standard is the first and only certification process designed specifically for the needs of contact centres. It is the most rigorous standard in the customer contact industry, representing a world-class benchmark of productivity, efficiency, and cost-effectiveness for customer contact operations.
In achieving this certification, Citigroup Global Services has distinguished itself as among the best-in-class customer service providers implementing a comprehensive performance management system that has been proven to concurrently deliver high levels of service, quality and efficiency.
Rahul Singh, MD and CEO, Citigroup Global Services Ltd. said, "Customer service and operational efficiency have always been a key focus for us. We consistently work to deliver quality output to all our clients and their end customers. Certification to the COPC-2000® CSP Standard has allowed Citigroup Global Services to take this commitment to the next level."
Benefits realized as a result of the certification process have been recorded in a number of key programs impacting revenue, service, cost and quality.
- Revenue: Dialer Efficiency Conversion Rate improved by 8%
- Revenue: UK Collection Promises Kept increased by 14%
- Service: Broker Calling Service Levels up 24%
- Service: US Auto Customer Service CSR utilization up by 25%
- Cost: Average Handle Time reduced by 13%
- Cost: Right Party Connect Time reduced by 15 seconds
- Quality: Voice call quality scores increased by 31%
According to Dibyendu Das, consulting partner for QAI, COPC Inc.'s affiliate in India, "Certified Customer Service Providers must not only have well-designed and deployed processes, but also attain high levels of performance on a broad range of metrics. Citigroup Global Services is a good example of how a large multinational captive centre, servicing the banking and financial services domain, has successfully applied the COPC® Framework to a diverse set of processes from end-to-end, including BPO, as well as Voice-based contact processes. It is one of the more complete end-to-end process environments that we have evaluated and certified to the COPC 2000® CSP Standard Release 4.0."
About COPC Inc.
Customer Operations Performance Center Inc. (COPC Inc.) is the world’s leading authority on operations management and performance improvement for buyers and providers of customer contact center and business process outsourcing (BPO) services. The COPC® Performance Management System includes operational certification programs, operational management training, Six Sigma in Contact Centers, performance improvement consulting, and vendor sourcing and management services.
Since 1996, COPC Inc. has helped organizations in more than 50 countries drive results averaging two to five times Return on Investment (ROI) with a payback of less than one year. These results are achieved by leveraging the COPC® Family of Standards, the industry’s first performance management and certification system which, today, remains the most rigorous and only high performance set of global best practices and performance metrics that simultaneously increase customer satisfaction and profitability.
Global clients include Accenture, Apple, BT Group, Bertelsmann Arvato, Blue Cross Blue Shield, Cable & Wireless, Citigroup, Convergys, Genpact, HP, Lenovo, Microsoft, NTT, Sony, Telefónica, Telstra, and Wipro.
About Citigroup Global Services Ltd. (formerly know as e-Serve International Ltd.)
Citigroup Global Services Ltd (CGSL) is the Global Processing Center for Citigroup entities. A pioneer in the BPO industry it began as the business processing arm for Citigroup India in 1992 and expanded to service Citigroup’s global operations in 1998. CGSL is driven by domain expertise in financial services and a highly evolved quality and control environment. Its talented and dedicated workforce of 9,000 people demonstrates superior operational efficiency in over 500 different processes handling 400MM transactions and customer contacts annually. Operating out of world class state-of-the-art facilities in Mumbai, Chennai, Delhi and Bangalore and a soon to be commissioned site in Gurgaon, CGSL offers BPO solutions and services to Citigroup’s consumer, corporate and global wealth management entities in over 45 countries. Additional information may be found at www.citigroupglobalservices.com.