Frost & Sullivan Customer Service Leadership Award Presented to ClientLogic for its Outstanding EROC

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LONDON, November 29 // -- The 2006 Frost & Sullivan Customer Service Leadership Award in the EMEA outsourced contact centre services market is presented to ClientLogic. The company is recognised for the successful deployment of its EMEA Resource Optimisation Centre (EROC) and for its ability to expand customer and employee relationships beyond conventional industry norms. EROC has given ClientLogic a competitive advantage in winning new business and helping clients effectively meet market challenges.

    "ClientLogic works closely with its clients to produce a resource model for every campaign (inbound and outbound), irrespective of size, for a full 12-month period," notes Frost & Sullivan Research Analyst Michael DeSalles. "It is a key client planning activity that examines marketing plans, subscriber databases, company growth, average handle time and other key elements of the client's strategic plans."

    Utilising in-house planning and scheduling tools, the EROC team has redefined agents' traditional two-shift models. Instead, flexible, functionally-oriented shifts (weekends, nights, 12-hrs combinations) improve agent occupancy and operational efficiencies, while enabling clients to benefit from highly accurate forecasts and superior service delivery.

    Agents receive a 28-day notice of schedule shifts enabling them to attain a work/life balance. This supports reduced absenteeism and contributes significantly to reduced agent attrition. The result is greater agent satisfaction and decreased costs for the organisation as it relates to human resources management, recruitment and training.

    "ClientLogic utilises real-time monitoring that focuses on meeting service levels and staff adherence," says Mr. DeSalles. "Clients across EMEA are given full desktop web visibility into agent performance against key quality measurements at all times, thereby making ClientLogic extremely responsive to customer needs and accountable for SLAs. Moreover, agents are provided with real-time mapping of individual performance, leaving them feeling empowered and valued."

    Every 12 weeks, ClientLogic holds focus group discussions with 100 agents and various clients on occupancy and gaps in scheduling. This 360-degree feedback loop, involving client and agent focus groups, followed across all the company's EMEA contact centres, results in improved client and agent satisfaction across campaigns and geographies in EMEA and allows formulation of plans to resolve outstanding issues.

    "Customers consider this a value-added benefit of doing business with ClientLogic and can plan and execute business strategies with greater confidence," concludes Mr. DeSalles. "ClientLogic is unique among its peer group in making EROC part and parcel of its business strategy and execution in EMEA, considering it an integral part of its value proposition and including it in every client visit."

    Frost & Sullivan's Customer Service Leadership Award is bestowed upon the company that has demonstrated excellence in customer service leadership within the industry. The recipient company has shown tremendous responsiveness to customer needs, has continually focused on long and short-term customer profitability goals and has demonstrated flexibility in tailoring its product offerings to suit customer businesses.

    Frost & Sullivan Best Practices Awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.

    About ClientLogic

    ClientLogic is a leading global business process outsourcing (BPO) provider in the customer care and back office processing industries. ClientLogic's global footprint spans 49 facilities in 13 countries throughout North America, Europe, Africa, Central America and Asia. ClientLogic's consistent service quality across channels, media and countries helps clients improve their return on customer investment by reducing service cost, improving customer retention and increasing revenue per customer. ClientLogic's industry-leading clients include Sony Corporation, DIRECTV, ABN AMRO, TiVo, British Telecom (BT), National Geographic Television, LTU, Neuf Telecom and United Online (Juno/NetZero). A subsidiary of Canadian diversified company Onex Corporation, ClientLogic is among the top five global customer care providers, managing more than half a million customer interactions each day of the year.

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    About Frost & Sullivan

    Frost & Sullivan, a global growth consulting company, has been partnering with clients to support the development of innovative strategies for more than 40 years. The company's industry expertise integrates growth consulting, growth partnership services and corporate management training to identify and develop opportunities. Frost & Sullivan serves an extensive clientele that includes Global 1000 companies, emerging companies, and the investment community, by providing comprehensive industry coverage that reflects a unique global perspective and combines ongoing analysis of markets, technologies, econometrics, and demographics.

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    For further information, please contact:

    Andy Bacon

    Marketing Communications Director, EMEA

    +44-(0)1923-476084 office

    +44-(0)7917-171416 mobile


    The Orient Centre

    Greycaine Road


    WD24 7GB
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