Infosys BPO, the business process outsourcing subsidiary of Infosys Technologies, today announced that it has been awarded
® CSP Standard Version 4.1 certification for selected client programs - in the telecom order entry and order validation
® CSP Standard is a performance management framework that is considered a valued strategy for implementing contact
centre best practices that improve performance in customer satisfaction and service, inbound and outbound sales, service
dispatch, collections, retention, remittance processing, fulfillment, and other service operations.
"Infosys BPO is delighted to receive this certification. It reiterates our commitment to excellence and recognizes our
consistency in delivering the highest standards of performance on measures such as service, quality, revenue, cost and
client satisfaction, and hence is truly the trusted business transformation partner," said Amitabh Chaudhry, CEO
and MD, Infosys BPO Ltd.
"Infosys BPO is focused on its customers and using the COPC
® 2000 CSP Standard delivers unparalleled customer driven results," said Alton Martin, CEO, COPC, Inc. "In
a time when outsourcing has mixed connotations, Infosys BPO is truly at the forefront of its industry by placing its
focus on delivering best-in-class results to their customers."
Dibyendu Das, Consulting Partner, QAI, the exclusive implementation partner for COPC Inc. in this region, says: "Infosys
BPO is a great example of how a Customer Service Provider can leverage the globally acclaimed and de-facto standard for
ITES-BPO operations - the COPC
® Standard - for driving alignment of business goals with operational metrics, with a highly action-oriented and
result-based approach. The executive management and operative staff of Infosys BPO must be complimented for their dedication
and focus. The investment in human capital was demonstrated early in the project with extensive trainings and competency
building programs right at the onset of the journey, with QAI's support.
"This investment paid off as Infosys BPO successfully attained certification to COPC-2000
® CSP Standard Release 4.1, in one of the shortest spans (less than 12 months). This is indeed a testimony of how
service providers in the non-voice back-office transaction environment are adopting the COPC
® Standard to deliver high performance on a sustainable basis, and thus gain competitive edge in the marketplace."
® CSP Standard Version 4.1 focuses on consistent results at a program and their correlation with the satisfaction
levels of various stakeholders who include end-users, clients or employees). It concurrently measures all customer-touch
activities, providing a framework to identify and measure specific attributes required for sustained operational performance
improvement. Experience has demonstrated that organizations that successfully implement the COPC
® Performance Management System can dramatically lower costs while maintaining or improving service quality as
well as client and end-user satisfaction. The certification process is a holistic approach to high performance operations
and it requires management to run business by balancing service, quality and cost; setting high performance benchmark
targets; monitoring results using objective data; continually improving in areas not meeting targets; consistently meeting
client and internal performance requirements.
Given the focus on consistently high performance standards expected over a long period of time, the COPC-2000
® CSP Standard Version 4.1 requires extensive preparation and assessment and is much sought after by the BPO industry.
Infosys BPO partnered with QAI for this implementation journey.
About Infosys BPO
Infosys BPO Ltd. (
www.infosys.com/bpo ), the Business Process Outsourcing subsidiary of Infosys Technologies, was set up in April 2002.
Today, it is ranked among the leading BPO companies in India by NASSCOM, Dataquest, the International Association of
Outsourcing Professionals, Red Herring, FAO Today, NelsonHall, and others. Infosys BPO focuses on integrated end-to-end
outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements,
and process reengineering. Infosys BPO operates in India, Czech Republic, China, Philippines, Poland, Bangkok and Mexico
and employs 17,238 people. It closed FY 2007-08 with revenues of $250.3 million.
About Infosys Technologies Limited
Infosys (NASDAQ: INFY) defines, designs and delivers IT-enabled business solutions that help Global 2000 companies win in
a Flat World. These solutions focus on providing strategic differentiation and operational superiority to clients. With
Infosys, clients are assured of a transparent business partner, world-class processes, speed of execution and the power
to stretch their IT budget by leveraging the Global Delivery Model that Infosys pioneered. Infosys has over 1,00,000
employees in over 50 offices worldwide. Infosys is part of the NASDAQ-100 Index and The Global Dow. For more information,
About COPC 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,
About QAI India Ltd.
QAI is a leading global consulting organization addressing 'Operational Excellence' in IT, BPO and Knowledge-intensive
service organizations. QAI facilitates enhanced competitiveness through multi-faceted interventions leading to Business
Improvement through Consulting, Training, People, Process &l Assessments, Benchmarking, Certification, Quality Outsourcing
and e-Learning. QAI helps achieve Operational Excellence by doing a better job of Project Management, Quality Management,
Process Management, Human Capital Management, Innovation Management, Service Management and others. QAI is currently
servicing over 250 clients in over 30 countries. QAI works with majority of India's top ITES-BPO companies. It is
the exclusive implementation partner of COPC Inc. in this region, and provides consulting, training and assessment services
® Standards. For more information, visit
Infosys Safe Harbor
Statements in connection with this release may include forward-looking statements within the meaning of US Securities laws
intended to qualify for the "safe harbor" under the Private Securities Litigation Reform Act. These forward-looking
statements are subject to risks and uncertainties including those described in our SEC filings available at
including our Annual Report on Form 20-F for the year ended March 31, 2008, and our other recent filings, and actual
results may differ materially from those projected by forward-looking statements. We may make additional written and
oral forward-looking statements but do not undertake, and disclaim any obligation, to update them.