Teleperformance to Implement COPC-2000 CSP Standard in Multiple Locations

Teleperformance and Customer Operations Performance Center Inc. announce that COPC Inc. has certified the Teleperformance internal audit process for its contact centers in The Americas. This approves Teleperformance to use their own staff to conduct COPC Baseline Assessments and provide structured support, essential steps toward achieving certification to the COPC-2000 CSP Standard.

Teleperformance is the first organization in The Americas to implement this approach, which is key to a widespread adoption of the COPC-2000 CSP Standard. Six COPC® Certified Auditors will assist Teleperformance management to drive operational improvement across the enterprise, ensuring the consistency of its operations in meeting the high performance levels dictated by the COPC-2000 CSP Standard.

Dominic Dato, CEO of TeleperformanceUSAGroup commented, "Teleperformance has been, is, and will continue to be, committed to certification to the COPC-2000 CSP Standard because we are seeing significant, tangible benefits to our clients and our internal operations as a whole. From a client perspective, we have seen gains in productivity, cost efficiencies and strong customer satisfaction scores. Regarding our internal operations, the COPC-2000 CSP Standard is designed specifically for our industry and helps us drive superior results via a common management framework we can apply across multiple client operating models.

We see COPC Inc.’s certification of our internal audit process as a major achievement toward implementing the COPC Performance Management System throughout our organization. Teleperformance has invested a great deal of time, money, and effort to reach this industry leadership milestone. I would like to thank COPC Inc. for their support and guidance throughout this initiative. I also want to thank our Teleperformance team for their passion and commitment in making this achievement a reality."

"COPC Inc. is very pleased to continue our long-term relationship with Teleperformance USA, a member of Teleperformance Group, one of true global leaders in the contact center and BPO industry," said Alton Martin, CEO and Co-Founder of COPC Inc. "Our relationship includes Teleperformance taking leadership positions, not just by committing to and achieving certification to the COPC-2000 CSP Standard, but more significantly, by internalizing it as an integral component of their own performance management system. This reinforces Teleperformance’s capability to deliver on the promise of consistent performance regardless of geography, site, or service provided. Teleperformance is literally years ahead of its competition in this respect and the first global leader to implement the COPC Multi-Location Approach. We believe this positions them excellently to continue to grow at rates well above the industry average."