HCL
BPO Services – has been awarded the prestigious
COPC Certification.
Globally, COPC is considered to be the most coveted
certification in the CSP (Customer Service Provider)
industry. It is based on COPC-2000 CSP standard which
was developed in 1996 by buyers, providers and senior
managers responsible for operational management of customer
centric service operations.
HCL BPO Services iis amongst the very
few Indian BPO Service Providers to have been awarded
this certification. This achievement, however, is
especially noteworthy for the following reasons:
1. Certification Span
– HCL BPO Services' certification spans the
widest range of Back and Front Office processes as
compared to any other Indian Service Provider. A total
of 21 processes have been unconditionally / conditionally
certified.
2. First Certification
– HCL BPO Services is the first Indian CSP and
possibly the third world-wide to have been certified
for Collections.
According to the COPC auditors, the
key attributes that enabled HCL BPO Services to meet
the stringent COPC standards were:
Universal commitment to succeed and embrace change
to improve
Widespread focus on Quality and Accuracy
Deep penetration and usage of COPC as a management
system. Great project management for Certification
of very diverse operations
Very impressive improvement in performance and process
deployment in a short duration – last 6-8 months
Line ownership for process and performance improvement
Measurement of voice of customer
Well run Back Office Operations
Yield optimization for Collections
Focus on accuracy and resolution for Customer Service
and Tech Support
All operations managers understand the business
With COPC, following on the heels
of the recent ISO 27001 certification, HCL BPO Services
raises the bar yet another
notch for customer service
and delivery excellence.
|
