Citigroup Global Services Achieves Certification to the COPC-2000 CSP Standard

Customer Operations Performance Center Inc. (COPC Inc.) announces that Citigroup Global Services Ltd. (formerly known as eServe International LTD.), global processing group for Citibank, has earned certification to the COPC-2000® CSP Standard Release 4.0. for multiple services.

A provider of IT-enabled services, Citigroup Global Services has provided transaction processing, customer care solutions and technology services to Citigroup India since 1992 and Citigroup businesses globally since 1999. Driven by a commitment to operational excellence, this certification spans a wide range of Back and Front Office transaction processes and Contact Centre activities including collections, inbound customer service, and BPO across multiple customers within Citigroup.

Among the most highly valued and sought after credential in the Customer Service Provider industry, the COPC-2000® CSP Standard is the first and only certification process designed specifically for the needs of contact centres. It is the most rigorous standard in the customer contact industry, representing a world-class benchmark of productivity, efficiency, and cost-effectiveness for customer contact operations.

In achieving this certification, Citigroup Global Services has distinguished itself as among the best-in-class customer service providers implementing a comprehensive performance management system that has been proven to concurrently deliver high levels of service, quality and efficiency.

Rahul Singh, MD and CEO, Citigroup Global Services Ltd. said, "Customer service and operational efficiency have always been a key focus for us. We consistently work to deliver quality output to all our clients and their end customers. Certification to the COPC-2000® CSP Standard has allowed Citigroup Global Services to take this commitment to the next level." Benefits realized as a result of the certification process have been recorded in a number of key programs impacting revenue, service, cost and quality.

• Revenue: Dialer Efficiency Conversion Rate improved by 8%
• Revenue: UK Collection Promises Kept increased by 14%
• Service: Broker Calling Service Levels up 24%
• Service: US Auto Customer Service CSR utilization up by 25%
• Cost: Average Handle Time reduced by 13%
• Cost: Right Party Connect Time reduced by 15 seconds
• Quality: Voice call quality scores increased by 31%