Press Release
Press Information
FOR IMMEDIATE RELEASE
20 Oct 2006
Teleperformance Canadian Corporate Centre Achieves Certification to the COPC-2000® CSP Standard Release 4.0
Toronto, ON and WiIliamsville, NY - Teleperformance and Customer Operations Performance Center Inc. (COPC Inc.) today announced that Teleperformance's Canadian Corporate Centre, Inbound Customer Contact Centre Services, has been certified to the COPC-2000® CSP Standard Release 4.0.
Teleperformance's Canadian Corporate Centre provides a wide range of CRM services and is part of Teleperformance's broad global network of contact centers, delivering service from 42 countries and 46,000 workstations.
The COPC-2000® CSP Standard has been proven in more than 1,000 in-depth operational field assessments to provide management with information needed to drive sustained improvement in operational performance. With its first public release in 1996, it is the first and only 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.
Benefits realized as a result of the certification process at Teleperformance's Canadian Corporate Centre have been recorded in a number of key areas, including cost, quality, and service.
- 42% increase in sales conversion
- 59% decrease in attrition
- 30% increase in end user satisfaction
- 8.4% increase in efficiency
- 7% decrease in absenteeism
"As a leader in providing CRM services here in Canada and around the world we are committed to delivering world-class performance and customer satisfaction for our clients," said Erifili Morfidis, Canadian President and CEO, Teleperformance. "As part of our global initiative to pursue COPC® certification I am delighted that our Corporate Center in Toronto has achieved this milestone. Implementing the COPC® Performance Management System helps us to improve our performance in many areas and we view this certification as a guarantee to our clients of quality service and efficiency. We are particularly pleased with the increase in both sales conversion and customer satisfaction that has resulted from COPC® certification reinforcing our ability to optimize the value of our client's customer relationships."
About the Teleperformance Group
Teleperformance (Euronext: FR 0000051807), the world's #2 provider of outsourced CRM and contact center services, operates under various brands, such as Teleperformance for customer acquisition, customer service and customer growth programs, as well as TechCity Solutions and Cash Performance respectively specializing in technical support and debt collection. In 2005, the Teleperformance Group achieved - 1,196 million revenues (US$ 1,485 million - exchange rate: - 1 = US$ 1.24). The Group operates about 46,000 computerized workstations, with more than 60,000 employees (Full-Time Equivalents) across 269 contact centers (including 102 contact centers directly managed in clients' premises) in 42 countries, and conducts programs in more than 51 different languages on behalf of a diversified client base of major international companies.
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.
For additional information about COPC Inc., please email to info@copc.com.