COPC To Open Indian Office To Promote Service Excellence.

Customer Operations Performance Center Inc. (COPC), a performance management organization for the customer contact industry, announced plans to help drive the evolution of India's burgeoning customer contact industry and extend its activities to this rapidly growing area, COPC is working with industry organizations and customer-focused companies to ensure the success of the customer contact industry in the region. According to PriceWaterhouseCoopers, India's labor pool has low turnover rates of 6-10 percent and lower operating costs, making India a prime location for opening call centers. In contrast, U.S. turnover rates are 34 percent or greater and operating costs are 40-60 percent higher.

As COPC looks to extend its global presence, it will open an office in India to help drive adoption of its standard. The COPC-2000 Standard was developed by individuals from customer-focused companies who were concerned with the level of service quality provided to customers, The COPC-2000 Standard is a comprehensive operations performance standard that specifies minimum operational requirements in critical functional areas. 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.