Mahindra Holidays & Resort India Limited (MHRIL), Indias 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 the 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 MHRILs commitment to excellence in increasing their members delight.
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