SOURCE: Aegis Limited

Aegis Limited

April 21, 2010 14:16 ET

Aegis Heralds a New Era in Service Delivery and Customer Experience

Outsources Its Quality Function to COPC Inc.

MUMBAI, INDIA--(Marketwire - April 21, 2010) -

  • World's first QPO deal would see about 1,000 Aegisites moving to COPC Inc.
  • Aegis customers to get standard-based improved service quality and consumer experience
  • Aegis to benefit from higher productivity and improved quality of service delivery globally

Aegis Limited, a leading global business process outsourcing (BPO) provider and part of the Essar Group, today in a landmark deal announced that it has awarded a multi-year "Quality Process Outsourcing" contract to Texas-based Customer Operations Performance Center Inc. (COPC Inc.), the world's leading authority on quality standards for customer experience. 

As part of the deal, about 1,000 of Aegis employees associated with internal quality assurance process across 42 locations worldwide would move under COPC Inc.'s fold and provide "quality as a service" to Aegis. This is the first time globally that all aspects associated with service delivery quality like process management, implementation, monitoring, and audit would be outsourced.

Commenting on the deal, Aparup Sengupta, Managing Director and Global CEO of Aegis Ltd., said, "This is a landmark agreement which would alter the service quality delivery landscape in the BPO segment worldwide. This is yet another pioneering initiative to enrich our customer experience management offering. We are delighted to find in COPC Inc., a worthy value-add solution provider. COPC Inc. is the de facto global standard in quality and performance management, and now they would deliver the same standards to all of Aegis' customers. Aegis will benefit from higher operational productivity, seamless scalability, consistent consumer experience, COPC Inc.'s deep domain experience in multi industries and transparent reporting system. We believe this is a Win for our customers and a Win for Aegis."

Cliff Moore, Chairman and Co-Founder, COPC Inc., commented, "We are extremely happy to partner with Aegis, enhancing our global footprint and extending our benchmark quality program. COPC Inc. QPO services address an important niche, helping businesses and their service providers bring consistency of experience, better first call resolution, higher revenue generation and improved Customer Satisfaction (C-SAT) scores. We will soon begin our implementation and Aegis customers can expect to see improvements in the next six months. Our QPO service is for in-house centers, service providers and those businesses who use multiple contact center providers. With over 1500 past engagements across most service verticals in 50 countries, we are posed to make a distinct value-add in voice, non-voice, front office and back office."

About Aegis
Aegis is a global leader in business process outsourcing (BPO) and has over two decades of leadership in customer lifecycle management. Built on the mantra of personalized solutions and the co-creation of value, Aegis is one of the fastest growing BPO companies in the world. An Essar Group enterprise, Aegis offers the benefits of a global delivery model, strong financial strength, deep industry expertise, comprehensive and flexible solution offerings, and a rich international talent pool. Aegis services more than 135 clients from 42 delivery centers with more than 39,000 employees across India, the Philippines, United States, Costa Rica, New Zealand, Sri Lanka, Australia and South Africa. For more information, please visit www.aegisglobal.com.

About COPC International Inc.
Customer Operations Performance Center Inc. (COPC Inc.) is the world's leading authority on service-chain operations management, including performance improvement for buyers and providers of customer service, customer contact center and business process outsourcing operations. Since 1996, COPC Inc. has helped more than 1,000 organizations in 50 countries improve customer service by using the COPC® Family of Standards, the industry's first and most comprehensive set of performance management operating models for customer service operations. Today, it remains the only performance-driven and industry governed global best practices model that simultaneously increases both customer satisfaction and profitability. For further information, please visit www.copc.com.

Contact Information

  • Aegis media contacts:
    INDIA
    Manish Kedia, Sr. VP Corporate Affairs, Essar
    Phone: +91 98197 30092
    Email: Email Contact

    Rabin Ghosh, Corporate Communications
    Phone: +91 22 6660 1875 / +91 99 301 36268
    Email: Email Contact

    USA
    Peter Hargittay, Aegis Marketing, Americas
    Phone: +310.824.6182
    Email: Email Contact

    GLOBAL
    Anil Modi, EVP - Marketing and Strategy
    Phone: +91-9930132016
    E-mail: Email Contact