Mahindra Holiday & Resort India Ltd. becomes the first Vacation Ownership company in the world to get the COPC certification.
Chennai, India (August 27, 2010) — Mahindra Holidays & Resort India Limited (MHRIL), India’s leading leisure hospitality services provider, today announced that its Member Relations Centre (MRC) has been certified with the COPC-2000® CSP Global Standard by the Customer Operations Performance Centre Inc. This makes MHRIL the first vacation ownership company in the world to get the certification.
Commenting on achieving this unique distinction, Mr. Ramesh Ramanathan, Managing Director, MHRIL, said, “Customer centricity is at the core of all our services and operations at Mahindra Holidays. With more than 100,000 member families across the country, the Member Relations Centre is strategic to our operations and is at the heart of all customer interactions. With the frameworks provided by COPC Inc., we will be able to increase the customer delight while improving productivity. We have constantly set standards in this industry; this certification is another initiative in that direction.”
Supported with a strong and robust Customer Relations Management (CRM) system, the MRC handles reservations, information requests and holiday planning for Club Mahindra and Zest members across the country. The centre processes both voice and non-voice requests from members.
Mr. Shreekant Vijaykar, Lead Auditor, and Senior Consultant with QAI, COPC Inc.’s implementation partner in this region, said, “COPC Inc. congratulates MHRIL for this achievement. This is the first time a customer service center supporting vacation ownership company has successfully applied the COPC® Performance Management System to achieve tangible benefits across various operational areas. Prominent among these are sustainable results shown by the Member Relations Center in areas of customer satisfaction and performance. The COPC® certification affirms MHRIL’s commitment to excellence in increasing their members’ delight.”
About COPC Inc.
Customer Operations Performance Center Inc. (COPC Inc.) is the world’s leading authority on operations management and performance improvement for customer contact center and Business Process Outsourcing (BPO) services. COPC Inc. has helped more than 1,000 Customer Service Providers (CSP) and Vendor Management Organizations (VMO) in 50 countries achieve superior levels of customer service, customer satisfaction and operational efficiency measured against proven global best-practice standards.
ABOUT MAHINDRA HOLIDAYS & RESORTS INDIA LIMITED
Mahindra Holidays & Resorts India Limited, one of the leading players in the leisure hospitality industry, offers quality family holidays primarily through Vacation Ownership membership. Club Mahindra Holidays is MHRIL’s flagship brand. Other brands by the company are Zest, Club Mahindra Fundays, Mahindra Homestays and Mahindra.Travel.
Club Mahindra Holidays was selected as Superbrand in 2009.
The company has over 100,000 member families and operates more than 30 resorts across India and Thailand.
SOURCE: Mahindra Holidays & Resort India Limited