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 center 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.
Firstsource (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL@IN) is a leading global provider of customized Business Process Outsourcing (BPO) services to the Healthcare, Telecom & Media and Banking & Financial Services industries. The company’s clients include Fortune 500, FTSE 100 & Nifty 50 companies. Firstsource has a “rightshore” delivery model with operations in India, Ireland, Philippines, Sri Lanka, UK and U.S. (www.firstsource.com).
About Dialog Axiata PLC:
Dialog Axiata PLC, a subsidiary of Axiata Group Berhad (Axiata), operates Sri Lanka’s largest and fastest growing mobile telecommunications network. The company delivers advanced mobile telephony and high speed mobile broadband services to a subscriber base in excess of 8 Million Sri Lankans, via 2.5G and 3G/3.5G and 4G networks. In April 2013, the company secured the distinction of becoming the first service provider in South Asia to launch mobile 4G FD-LTE services. The company was also the first service provider in South Asia to launch 3G services in 2006. Dialog also provides a comprehensive suite of International Roaming Services across a global footprint comprising of more than 200 countries, and operates a wide portfolio of international telecommunication services, including but not limited to retail and wholesale international voice and data services. Dialog Axiata supplements its market leading position in the Mobile Telecommunications sector with a robust footprint and market presence in Sri Lanka’s Fixed Telecommunications and Digital Television markets through its fully owned subsidiaries Dialog Broadband Networks (Private) Ltd (DBN) and Dialog Television (Private) Ltd., (DTV). Dialog is an ISO 9001 certified company and has received numerous local and international awards including the National Quality Award, Sri Lanka Business Excellence Award, and 3 successive GSM World Awards. At the SLIM-Nielsen People’s Choice Awards 2013, Dialog was voted by Sri Lankan consumers as the Telecom Service Provider of the Year in addition to being named the Internet Service Provider of the Year. (www.dialog.lk).