IGT becomes 1st Travel BPO Globally to be COPC certified on standard version 4.3

Gurgaon: InterGlobe Technologies (IGT), a pioneer and global leader in travel technologies and services, announced today that it has become the world’s first Travel BPO Globally to be certified on the COPC-2000 CSP Standard version 4.3, clearing the certification in the first go. With this, IGT joins a select number of companies currently COPC certified including blue chip brands such as Microsoft, Sony, General Motors and TCS eServe.
The COPC certification is awarded by COPC Inc., a major international consulting firm headquartered in New York and the leading global authority on customer contact center and vendor management operations. Since 1995, COPC has been assisting client CSPs and Vendor Management Organizations (VMOs) around the world, to develop and execute high return on investment, operational management strategies. The certification is based on the COPC-2000 CSP Standard, which was developed by the COPC Standards committee that included individuals from Microsoft, Motorola, Dell, American Express, L.L. Bean and other customer-focused companies seeking to standardize the level of service quality provided by CSP organizations and is recognized worldwide as the leading standard of excellence for customer contact and fulfillment centers. It is a comprehensive operation performance standard that specifies minimum operational requirements in critical functional areas. It ensures the COPC Performance Management System is properly implemented and producing results.
The certification was awarded after a rigorous evaluation by COPC Inc. IGT had to comply with a total of 22 requirements across 4 Categories: Leadership & Planning, Processes, People & Performance.
Mr. Vipul Doshi, CEO- InterGlobe Technologies congratulated the IGT team on the achievement. He said: "This indeed is a moment of great pride for all of us here and this accreditation was only made possible by the hard work of each one of you. My heartiest congratulations to all and I am sure you would continue with same enthusiasms & passion to ensure that IGT becomes the world leader."
Speaking on the achievement, Mr. Mohit Magon, VP-Business Excellence- InterGlobe Technologies said, "As a quality process driven organization, we are geared towards meeting the delivery criteria, emphasizing on providing reliable services to our clients. This ensures on time deliveries to help meet the scheduled time and cost commitments. We have once again demonstrated that we have incorporated quality improvements into the fabric of our daily lives and brought IGT to a league of its own."
“COPC Inc. congratulates IGT on this achievement, and commends the focus and energy with which IGT implemented the COPC Performance Management System in a very short span of time,” says Shreekant Vijaykar, Lead Auditor, COPC Inc. and Senior Consultant with QAI Global Services, COPC Inc.’s implementation partner in this region. He adds, “This is a good example of how a BPO and Customer Service center, servicing the travel domain, has successfully applied the COPC Framework to a diverse set of processes including voice-based and non-voice contact processes. With the COPC Framework, IGT has been able to foster a culture of performance, creativity and collaboration within the company. The COPC certification affirms IGT’s commitment to excellence for their customers.”
The Prestigious COPC Certification follows close on heels of the recent ISO 9001:2008 certification & PCI DSS 1.2 recertification awarded to IGT. IGT has thus raised the bar yet another notch, for customer service and delivery excellence.
24/03/10 PRESS RELEASE/InterGlobe Technologies

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Categories: Indian Aviation- In General Mar 2010