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Aegis wins QPO deal from COPC

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CIOL Bureau
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MUMBAI, INDIA: Aegis Limited, a provider of BPO services and part of the Essar Group, announced on Wednesday it has bagged a multi-year 'Quality Process Outsourcing' contract from Texas-based Customer Operations Performance Center Inc. (COPC), a center for quality standards for customer experience.

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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’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.

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. COPC is the de facto global standard in quality and performance management, and now they would deliver the same standards to all of Aegis’ customers.”

He added that Aegis would benefit from higher operational productivity, seamless scalability, consistent consumer experience, and COPC’s deep domain experience in multi industries and transparent reporting system. Cliff Moore, chairman and co-founder, COPC commented, “We are extremely happy to partner with Aegis, enhancing our global footprint and extending our benchmark quality program. COPC 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.”

He added that they would soon begin their implementation and Aegis customers could expect to see improvements in the next six months.

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