Back to the COPC Blog

SBI Card, Customer Services Division, Achieves COPC Inc. Process Certification

SBI Card, Customer Services Division, Achieves COPC Inc. Process Certification thumbnail Image

Written By:

Karen Colvin

April 7, 2022

GURGAON, India. — (April 7, 2022) —COPC Inc. is pleased to announce that SBI Card has met the COPC Inc. Workforce Management Process Certification criteria. SBI Card is an Indian-based service provider of value-added payment products committed to service excellence.

The prestigious COPC Inc. Workforce Management (WFM) Process Certification exemplifies commitment to service excellence supported by high-performance operations that consistently surpass COPC Inc.’s global benchmarks.

SBI Card underwent a rigorous COPC® Process Certification Audit to evaluate COPC Customer Experience (CX) Standard compliance. After evaluation, SBI Card remediated operational gaps and incorporated additional best practices to improve overall performance.

“As a customer-centric organization, the COPC Inc. Process Certification is a significant milestone for our customers, partners, and teams. This also aligns with SBI Card’s commitment to excellence in customer service and further cements our position as a leading player in the Indian credit card market,” said SBI Card MD & CEO, Mr. Rama Mohan Rao Amara.

With the deployment of COPC Inc. CX training and operations guidance, SBI Card built approaches to forecast volume, shrinkage, and average hold time that improved day-level and interval-level forecast accuracy. As a result, SBI Card enhanced customer experience while reducing operational costs.

“We acknowledge the efforts by everyone in the SBI Card teams during the last few months and celebrate this achievement with them,” said COPC Inc.’s Director of Asia Operations, Shreekant Vijaykar. 

For more than 25 years, COPC Inc. has helped transform operations supporting customer experience. Organizations worldwide depend on COPC Inc. for expert advice to help inform their decisions around best practices in CX operations through consulting, training and certification. 

Plan and develop strategies around timely issues affecting contact centers and customer experience with high-quality research and data from our Global Benchmarking Series 2022.