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Talisma Achieves COPC CertificationTalisma is one of the first inbound technical support centers in India to obtain COPC conditional certificationBangalore, India & Seattle - August 7, 2002 - Talisma Corporation, a leading provider of CRM and outsourced technical and customer support services, today announced its Bangalore based inbound contact center operations have shown among the best progress in the shortest timeframe to date, by any organization using COPC, the leading authority in customer intensive operations. With this milestone, Talisma has become one of the first inbound tech support centers in India to get the conditional certification.With this certification, Talisma has been recognized by COPC for its attention to service delivery. The high audit score indicates that Talisma is poised for success with Global customers looking for outsourcing partners to deliver world-class customer support and technical support services. Qualification Criteria The demanding audit includes the following elements: - A detailed assessment of how well the organization meets its client obligations and the requirements of the COPC 2000(r) Standard. - Management focus, people practices and performance, including a review against world class benchmarks. "Achieving customer satisfaction through quality has been the mantra to our continued success," said Pradeep Singh, founder and CEO of Talisma Corporation. "This certification has helped us benchmark ourselves with world quality standards and I am proud to announce that we passed the test with flying colors. We believe this dedication to customer satisfaction is our crucial differentiator in the way we deliver our services to our clients and their customers." "We were impressed with Talisma's approaches, and Talisma has done a noteworthy job of deploying these approaches throughout the organization. It is unusual to come across this level of understanding of the fundamentals right down to the agent level. It is truly a 360 degree quality system," said Cliff Moore, COPC chairman. "The ramp-up from baseline to certification is one of the fastest we have seen in the industry. We would like to congratulate the entire Talisma team on this accomplishment." Talisma Experience & Excellence "We have built a strong team that understands customer support processes," said Chandrashekhar Shetty, Vice President, Talisma Services. "Our success with contact center implementations and our long experience in India has enabled us to deliver no compromise, exceptional customer service for our customers with enormous savings. But cost is only one equation. Our customers have realized the benefits of running a 24/7, multi channel customer support center without hurting their profitability. We truly believe that standards such as the COPC-2000(r) Standard will go a long way in establishing ourselves as a leading global CRM services player," he added. The COPC Audit includes benchmarks, analysis, milestones and recommended actions companies can use in their centers to optimize costs while increasing customer retention and bringing in new customers. Companies who have previously undergone COPC Assessments include: American Express (NYSE: AXP), Microsoft (Nasdaq: MSFT), Citibank (NYSE: C), BellSouth (NYSE: BLS), IBM (NYSE: IBM), and Sykes Enterprises (Nasdaq: SYKE). About Talisma- www.talisma.com Talisma provides the industry standard in effective CRM technology solutions and outsourced services to Global 500 companies. Its multi-channel, outsourced solutions have found acceptance and won recognition from leading Fortune 500 companies. Headquartered in Seattle, Talisma has more than 500 employees with offices in India, Europe, Asia and the U.S. The company has a rapidly growing list of more than 400 customers including Microsoft (MSFT), Dell (DELL), Real Networks (RNWK), Click2Learn (CLKS), Air Products (APD), United Business Media (UNEWY), Business 2.0, TechRepublic/CNET (CNET), MSNBC, Cooper Tires (GTB), The Red Cross, EMI, Mexicana Airlines, Tupperware (TUP), World Wrestling Entertainment (WWE) and BlueNile.com. Talisma is privately held with investments from Oak Investment Partners, Madrona Venture Group, Paul Maritz, SeaPoint Ventures, Cedar Grove Investments and The Carlyle Group. About COPC - www.copc.com Headquartered in Amherst, New York, COPC is the leading authority on customer intensive operations, as typified by customer contact centers and fulfillment services. COPC is authorized to issue certification to the COPC-2000(r) Standard, a comprehensive operations performance standard that specifies minimum operational requirements in critical functional areas. COPC services clients on a worldwide basis, and has representatives in Argentina, Australia, Brazil, Canada, China, Singapore, India, Japan, the UK, and the United States. The COPC-2000(r) Standard was developed in 1995/96 by individuals from Microsoft, Motorola, Dell, American Express, L.L. Bean, and other customer-focused companies who were concerned with the level of service quality provided to customers by customer service provider organizations. More than 200 locations in 30 countries are using the Standard to improve performance. Users include firms in e-commerce, computer hardware and software, financial services, healthcare, telecommunications, and consumer products. For additional information about COPC, visit the Web site www.copc.com, email to info@copc.com or call 512-329-0010. Editorial Contact: Jerry Johnson Talisma Corporation 425.897.3281 JerryJ@Talisma.com top of page |
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