Dialog’s Contact Centre First to Obtain COPC Certification in Sri Lanka

Dialog Axiata has received Customer Operations Performance Center (COPC) 2000® CSP Standard Release 4.2. certification, becoming the first Sri Lankan company to achieve this prestigious international BPO industry standard.

Dialog ECM, the company’s service delivery arm, has spearheaded Sri Lanka’s BPO industry to levels on par with global standards over the years, and now joins the league of top companies practicing the COPC® Family of Standards. These include the likes of Microsoft Corp., Infosys BPO Limited, Standard Charted Bank from the regional and global arena. This recognition is a manifestation of Dialog’s continued commitment to achieving excellence in service delivery, which is inherent to the company’s corporate vision of enriching the lives of its customers.

The COPC Standard is the most prestigious and rigorous measurement system in the call centre industry. The standards provide a high performance set of global best practices and benchmarks that simultaneously increase service quality resulting in consistency of service delivery and customer satisfaction. For over a decade, the COPC Standard has been used to boost efficiency and improve performance in Call Centres, e-Commerce Centres and Transaction Processing Operations worldwide.

Dialog’s quality initiative was supported by SLASSCOM and part-funded by the Information and Communication Technology Agency of Sri Lanka (ICTA), who recognise and encourage excellence in service delivery. Dialog’s COPC application was assessed through QAI Global, a workforce development and consulting organisation. ICTA Chief Executive Officer, Reshan Devapura, said: “The ICTA has always encouraged organisations to adopt industry best practice and develop related skills which will make Sri Lanka a strong player within the global IT BPO services domain. ICTA facilitates and funds organisations on skills and capacity development, adopt world class standards and practices in quality and processes and develop business and marketing capabilities through its various capacity building programs like the one undertaken by Dialog.”

Commenting on the company’s recent international accolade in the service delivery arena, Ms. Sandra De Zoysa, Group Chief Customer Officer of Dialog Axiata, said: “We are extremely honoured to have achieved this world-class certification which places us amongst the top service delivery teams in the Asian region. This achievement demonstrates our desire to challenge our own BPO industry benchmark by constantly evaluating our processes and practices with respect to service delivery. Our customers deserve the best and we have endeavored to develop our capabilities to match and exceed their expectations with the implementation of industry best practices together with the collective efforts of our award winning service team.”