Press Release

Press Information

FOR IMMEDIATE RELEASE
04 Oct 2006

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

Multicanal Achieves Certification to the COPC-2000® CSP Standard

Williamsville, NY - Customer Operations Performance Center Inc. (COPC Inc.) announces that Multicanal, the leading television cable operator in Latin America, has achieved certification to the COPC-2000® CSP Standard.

In keeping with its commitment to quality service and customer satisfaction, Multicanal's customer call center began the certification process with a baseline assessment conducted by COPC® Certified Auditors from Kenwin, COPC Inc.'s Latin American Implementation Partner. The assessment examined the contact center's performance against metrics established for key customer service related processes. Facilitated by professionals from Kenwin, necessary operational improvements were implemented in order to achieve certification to the COPC-2000® CSP Standard.

As a result of the certification process, the Multicanal contact center achieved sustainable improvements in key areas including customer satisfaction, service, quality and cost.

• Transaction processing service improvements in e-mail and sales ranged from 96 - 105%
• Customer call back backlog decreased 90%


• Average Handle Time costs were reduced by 19%


• Quality improvement included a call accuracy increase of 42%


• End-User Satisfaction increased over 15% to levels exceeding global high performance targets based on COPC Inc. experience in more than 800 in-depth operational field assessments

With its first public release in 1996, the COPC-2000® CSP Standard is the first certification process designed specifically for global contact centers, mandating consistent quality, process improvement, and high performance measured against a rigorous set of standards. As a world-class benchmark of productivity, efficiency and cost-effectiveness for customer contact operations, it ensures contact center excellence worldwide.

The COPC® Performance Management System, implemented as part of the certification process, provides management best practices and training designed to improve and monitor customer-centered operations, creating a culture of continuous improvement and providing a framework for customer care and satisfaction.

"Certification to the COPC-2000® CSP Standard, together with the framework provided by the COPC® Performance Management System, will play a strategic role in helping Multicanal meet the challenges of the entertainment industry going forward", said Sebastián Galletti, responsible for Multicanal's Call Center. "Now that we have begun", added Galletti, "it will provide the direction and resources needed for us to maintain process excellence and customer satisfaction in the future."

Multicanal views certification to the COPC-2000® CSP Standard as a guarantee to its customers of quality service and efficiency. It is also seen as an important differentiator, placing Multicanal - which covers the main cities in Argentina, Uruguay and Paraguay - into a category of demonstrated world-class leaders achieving high levels of operational performance and customer satisfaction.

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 site 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 35 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 Multicanal
Multicanal, with operations in Argentina, Uruguay and Paraguay, is the leading TV cable operator in Latin America. As a result of its expansion policy, the TV cable company shows a steady growth in its market share. This growth has been accompanied by a continued investment and technological innovation which has allowed the company to operate high bandwidth networks and to develop new services and products such as cable modem and high-speed access to Internet. All the members of the company are committed to the achievement of quality customer care. For further information, you may visit our website: www.multicanal.com.ar.