Press Release

Press Information

FOR IMMEDIATE RELEASE
28 Apr 2006

For additional information, contact
Catherine Nowocien, 716-835-5041
copc@graytoncompany.com

Minacs Achieves Re-Certification to the COPC-2000® Standard

Amherst, NY - Customer Operations Performance Center Inc. (COPC Inc.) announces the re-certification of Minacs' Peterborough, Ontario, Canada site to the COPC-2000® Standard. The re-certification process requires an audit, conducted by professionals from COPC Inc., confirming the center's performance in Service Delivery, Customer, Client and Staff Satisfaction, Quality/Accuracy, and Costs.

Minacs Peterborough has seen significant improvement in operational performance since it first began deploying the COPC® framework in 2003. Employee satisfaction has improved by 33%, and Client Satisfaction has hit 100%. As a result of the overall increase in quality/accuracy, service and customer satisfaction, the center has realized expanded business opportunities and recorded consistent growth.

"Implementation of the COPC® framework has not only enabled the center to solve problems with performance at the agent level, it has raised the bar across all processes," said Scott Flewelling, Director of Canadian operations for COPC Inc. "The Peterborough center is now considered one of the best-run centers in the Minacs organization."

"The COPC-2000® Standard's approach to developing, implementing, and improving the effectiveness of management systems has played a strategic role in Minacs' commitment to quality service focused on customer satisfaction," said Bruce Simmonds, CEO, Minacs.

The COPC-2000® Standard, with its first public release in 1996, is the first and only certification process designed specifically for contact centers. As a world-class benchmark of productivity, efficiency and cost-effectiveness for customer contact operations, it ensures Contact Center Excellence worldwide.

About Minacs
Minacs is a provider of customized BPO solutions for contact centers, marketing services and back office administration. With more than 5,000 employees operating from locations in Canada, the United States and Europe, Minacs partners with clients in the automotive, financial services, telecom, technology, and public sector industries.

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

The COPC-2000® Standard was developed in 1995; representatives from various companies volunteered to join a work team concerned about performance and service quality provided by third party Customer Service Providers (CSPs). These firms included American Express, Compaq, Dell, Intel, L.L. Bean, Microsoft, Motorola and Novell. 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.