FDS announces successful recertification of COPC (5.a) Standard

Thursday, 13 February 2014 00:00 - - {{hitsCtrl.values.hits}}

Firstsource Dialog Solutions (FDS) is proud to announce successful recertification of COPC (5.0a) Standard in their Sri Lanka centre. This certification indicates that COPC approves Firstsource’s Sri Lanka centre has maintained high standards and best practices in managing Client Relationships for all their processes. This COPC standard is a crucial assessment of FDS’s processes relating to performance and customer satisfaction. It provides a mechanism for data-based decision making and enables setting up of an effective performance management system that delivers results. Speaking on the recertification, Mohan Fernando, Country Head, FDS, said: “We are proud to be the only entity in Sri Lanka to have this certification. This achievement is a testimony of our focus on every aspect of customer service excellence that sets us apart from competition. FDS is the first BPO in Sri Lanka to be awarded COPC certification in 2008. Since the initial certification, we were able to retain our place through all subsequent re-certification audits and the latest makes us the third entity in South Asia to be certified.” This certification is used by over 1,000 leading companies in 50 countries and is an international certification based out of USA. The COPC Management System is a set of management practices, key metrics/measurements and training for customer-centric service operations designed to improve customer satisfaction through improved service and quality, increase revenue and reduce the cost of providing excellent service.

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