BRIEFS

ICICI OneSource scores a first

Continuous improvement in quality is the most important mantra for success in the BPO industry Ananda Mukerji CEO & MD ICICI OneSource

Account Solutions Group LLC (ASG), which was recently-acquired by ICICI OneSource, has become the first company in the world to earn the 3.4 COPC-2000 CSP Base Standard certification. Issued by COPC, this standard is a certification specifically developed by buyers and providers of customer contact centre services. To achieve certification, an organisation has to demonstrate a comprehensive performance management system that can consistently deliver high levels of service, quality and efficiency.

Says Ananda Mukerji, CEO and MD of ICICI OneSource, “Continuous improvement in quality is the most important mantra for success in the BPO industry. The certification validates ASG’s high-quality services to its customers.” ASG’s pursuit of COPC certification can be traced back to 1998, when the company became the first consumer collections agency in the United States to receive the COPC-2000 certification. Coincidentally, ICICI OneSource was also the world’s first company to be COPC-certified for back-office processing in 2002.