Press Release

Press Information

FOR IMMEDIATE RELEASE
05 Jul 2006

Sutherland Becomes the First In India to Achieve Certification for Multiple Services to the COPC-2000® CSP Standard

Williamsville, NY - Customer Operations Performance Center Inc. (COPC Inc.) has announced that the Chennai, India location of Sutherland Global Services, a leading global BPO firm, has earned the distinction of being the first organization in India to achieve certification for multiple services to the COPC-2000® CSP Standard Release 4.0.

The COPC-2000® CSP Standard is the first and only certification process designed specifically for the needs of contact centers. 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 is directed at improving quality and service while concurrently reducing the cost of operations and improving revenue, leading to increased customer satisfaction and profitability. With the Release 4.0 Standard, COPC Inc. has enhanced both the depth and breadth of the COPC® Framework by focusing on items critical and most relevant to performance and profitability, linking certification to performance improvement. Through the COPC Inc. initiative, Sutherland has successfully managed to tie operational excellence with business excellence.

Dilip Vellodi, Chairman and CEO, Sutherland Global Services said, "We have always had a strong focus on process improvements at Sutherland. With this certification to the COPC-2000® CSP Standard, we believe we have established a best in class customer experience standard. The overall certification process has contributed significantly to improvement in efficiencies, forecasting and staffing, and performance improvement enabling us to better leverage our Pay for Performance model."

According to Dibyendu Das, a consulting partner for QAI, COPC Inc.'s affiliate in India, certified CSPs must not only have well-designed and deployed processes, they must also have achieved high levels of performance on a broad range of key metrics. "Sutherland exhibited all the required characteristics across multiple programs and services, as per the COPC-2000® CSP Standard Release 4.0, which requires significantly robust approaches and higher levels of performance in order to successfully qualify for certification," said Das.

About Sutherland Global Services

Headquartered in Rochester, New York, Sutherland Global Services is a global Customer Management Company in the ITeS industry with 20 years of practitioner heritage in Business Process Outsourcing (BPO). Sutherland, a global technology enabled services provider offers a unique blend of onshore, near shore and off shore based Customer Management Services to Fortune 1000 clients. Considered a premier value provider, Sutherland has a 20-year history of managing multi-year contracts for leading companies in the Telecommunications, Computer & Network Technology, Financial Services and Consumer Electronics industries. Sutherland helps companies design, build and manage their customer management operations. Sutherland's Global employee base is more than 12,000 professionals.

For additional information about Sutherland, visit www.suth.com or email to s.prabhu@ogilvy.com (media contact).

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 oldest, most rigorous and only high performance set of global best practices and performance metrics that simultaneously increases customer satisfaction and profitability.

Global clients include Accenture, Apple, BT Group, Bertelsmann Arvato, Blue Cross Blue Shield, Cable & Wireless, Citigroup, Convergys, General Motors, Genpact, HP, Lenovo, Microsoft, NTT, Sony, Telefónica, Telstra, and Wipro.

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