SR.Teleperformance Engages COPC For Baseline Assessments of Contact Centers across the Americas

Amherst, NY – Customer Operations Performance Center Inc. (COPC) announces that SR.Teleperformance has engaged COPC with the aim of achieving COPC-2000® Certification of inbound contact centers in the USA, Mexico, and Argentina. Having already initiated the certification process in Teleperformance Brazil, this represents a further step towards adopting the COPC-2000® Standard across the SR.Teleperformance Group in North and South America.

SR.Teleperformance recognizes the COPC-2000® Certification as an industry standard, and expects the COPC-2000® engagement to enhance the consistency of its global operations. “The growth of SR. Teleperformance has always been driven by the ability to deliver superior quality and results to its clients. The decision to work with COPC demonstrates our continued commitment to this ideal and underlines our status as a worldwide leader in contact center outsourcing,” stated Daniel Julien, Chairman of the Supervisory Board of SR.Teleperformance.

The COPC-2000® Standard has been proven in over 625 field assessments to provide management with the information needed to drive improvement in operational performance. With its global reach, COPC is uniquely positioned to assist SR.Teleperformance across the Americas, Europe, and Asia. ?SR.Teleperformance has the commitment from the most senior executives for this initiative, which is the essential element of success. By coordinating our organizations globally, we will be able to quickly take advantage of best practices and set high performance targets that benefit both SR.Teleperformance and their clients,? stated Alton Martin, CEO of COPC Inc.

Teleperformance USA is in the vanguard of SR.Teleperformance companies working towards the COPC-2000® Standard. “In the ten years since it was created, Teleperformance USA has established itself among the top tier of outsourcers in the United States. As a market leader, we recognize the value of COPC-2000® Certification and are excited to embark on this new initiative,” said Dominic Dato, CEO of Teleperformance USA.

About SR.Teleperformance
SR.Teleperformance (Paris Stock Exchange: Code Sicovam 5180) is a worldwide leader in Customer Relationship Management (outsourced CRM and contact center services). Its 2002 revenues reached ?932 million, a 16% increase against 2001. The Group operates over 25,500 computerized workstations in 132 contact centers across 28 countries, and conducts programs in 26 different languages on behalf of a diversified client base of major international companies. For more information visit www.srteleperformance.com.

About Teleperformance USA
Teleperformance USA is a leading provider of outsourced Customer Relationship Management services for Fortune 500 companies. It operates more than four thousand workstations from twenty-three contact centers across the United States and from multiple offshore locations in Argentina, Canada, Philippines, and India. Teleperformance USA is a subsidiary of Paris, France-based SR.Teleperformance. For more information about Teleperformance USA, visit the company’s web site at www.teleperformanceusa.com.

About COPC
Headquartered in Amherst, New York, Customer Operations Performance Center, Inc. (COPC) is the leading authority on customer contact center and transaction processing services operations. COPC services clients on a worldwide basis, and has representatives in Argentina, Australia, Brazil, Canada, India, Japan, Singapore, South Africa, United Kingdom, and the United States. The COPC Standard was developed in 1995 by individuals from Microsoft, Motorola, Dell, American Express, L.L. Bean, Intel, and other customer-focused companies who were concerned with the level of service quality provided by Customer Service Providers (CSPs). Several hundred locations in 30 countries are using the Standard to improve performance, reduce costs, and increase customer satisfaction. Users include firms in e-commerce, computer hardware and software, financial services, healthcare, telecommunications and consumer products. For additional information about COPC, visit www.copc.com, email info@copc.com or call 512-250-3412.