QAI launches service for operational excellence of Contact Centers

DQW Bureau
02 Feb 2002

QAI (India), a knowledge corporation focused on delivering measurable competitive advantage to its customers in the area of software engineering and management has recently launched a gamut of services for the IT-Enabled Services (ITES) Sector. The service QAI is offering for Customer Contact Centers include consulting, training, assessment and certification for COPC, ISO and Six Sigma.

Announcing this, Navyug Mohnot, Executive Director, QAI said, "India is a big market for the call center industry. With our expertise we would enable call centers to gain competitive advantage by providing consulting, training, assessments, benchmarking, certification, conferences, e-learning and a corporate membership program". QAI strongly feels that it is only strict adherence to best practices of quality management and operational processes that will help the Call Centers business deliver efficient service to international clients and take a growth path similar to the software industry.

QAI, in association with the Customer Operations Performance Center Inc (COPC) has organized a 5-day workshop on `COPC 2000 Registered Coordinator Training' from January 28 - February 01, 2002 at New Delhi. The workshop was designed to teach the skills necessary to effectively implement the COPC 2000(r) Standard in any organization and thereby achieve excellence in operational performance, improve vendor selection and management capabilities and achieve higher level of client and end-user satisfaction.

Cliff Moore, Chairman & Co - founder of COPC SM , has conducted the workshop. Cliff has been actively involved with the Malcolm Baldrige National Quality Award, first as a member of the Board of Examiners in 1989 and then as a senior Examiner (1990 - 91). He has also conducted extensive training in the Baldrige Framework at the national and state level, and served as a senior judge for the US Air Force's SECAF Unit Quality Award Program.


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