Customer Operations Performance Center Incorporated, also known as COPC Inc.

, is a privately held international customer service support company based in Austin, Texas. COPC Inc. redesigns bus iness processes for customer contact center and business process outsourcing (BPO) services, offering trainin g, consulting and certification services. Clients of COPC Inc. include General Motors (GM), Verizon (VZ), Circui t City (CC), Harte-Hanks (HHS), Apple Inc. (AAPL), Aegis and Minacs.[1] Today, COPC Inc. has a consulting staff of approximately 100 people worldwide servicing companies in over 50 countries. The company relocated from N ew York to Austin in 2007. COPC Inc. is currently involved in the Austin Call Center Alliance. History In 1996, a collective group of call center service users joined together to draf t the first standard to measure customer contact center performance for customer service providers. The group in cluded representatives from American Express (AXP), Compaq, Dell (DELL), Intel (INTC), L.L. Bean, Microsoft (MSFT), Motorola (MOT) and Novell (NOVL). At the time, there was no widely-used benchmark to highlight topperforming call centers from their competitors. The standard drafted in 1996 became the first edition of the COPC-2 000 CSP Standard. After the first standard was developed, COPC Inc. was formed to help promote the new standard. C o-founders of COPC Inc. include president Peter Bloom, chief executive officer Alton Martin and chairman Cliff M oore. Standards Committee The current COPC Inc. Standards Committee evolved from the initial group of busi ness professionals that formed the first edition of the COPC-2000 CSP Standard, and precedes the founding of the co mpany. The Standards Committee is made up of volunteers from organizations that implement the COPC Family of Stand ards. Standards Committee members are responsible for proposing improvements to the COPC-2000 Family of Standards and promoting implementation of the standards. The committee meets twice annually. COPC-2000 Performance Management System The COPC-2000 Performance Management System was created by COPC Inc. to provide a benchmark for buyers of call center services, marked by the COPC-2000 Family of Standards. COPC Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers. To become certi fied, COPC Inc. offers suppliers consulting services, benchmarking services, training, and installation, a proces s designed to help companies continually measure customer contact center performance. COPC Inc. offers two certification standards, the COPC-2000 CSP Standard and the COPC-2000 VMO Standard. The COPC-2000 CSP Standard helps define industry performance for customer servic e providers (CSP), including

transaction processing operations, e-commerce centers and call centers. The COPC-2000 VMO Standard is closely aligned with the COPC-2000 CSP Standard. I t helps define a list of requirements for vendor management organizations (VMO) to help them rate the per formance of third party customer contact centers. The standard highlights performance in four categories: leaders hip and planning, key people processes, key business processes, and goals. From best practices training sessions to outsourcing consulting services, COPC I nc. provides custom-aligned strategic programs specifically designed to meet the unique needs of each client . With a singular focus on the optimization of contact center operations, COPC Inc. has developed innovative pr ocesses and services that help drive superior performance across the organization. ================================================================================ ==================================

The COPC Certification Process provides a rigorous and balanced system for perfor mance, empowering call centers to measure and improve all customer-touch activities. COPC Inc. takes a holistic approach, educating management teams to enhance operations by: Balancing service, quality and cost Setting high-performance benchmark targets Using objective data to monitor results Setting and striving for realistic goals Consistently meeting performance requirements and client expectations Certification to the COPC Family of Standards, the most rigorous and prestigious measurement system in the call center industry, empowers staff to cost-effectively provide a sustainable level of superior client service. The programs include professional consulting, training, installation and benchmarkin g services designed to maximize organizational efficiency and productivity. All COPC Inc. certification courses are administered by seasoned call center experts and are especially beneficial for Customer Service Providers and Vendor Management Organizations. ================================================================================ =================================== Following the Standard Below is a list of COPC Inc. clients currently implementing the COPC Family of St andards. Those who are listed as Certified are in compliance with all items of the COPC-2000 CSP Standard, COPC-20

00 CSP Gold Standard or the COPC-2000 VMO Standard. Aditya Birla Minacs Bangalore, India CSP Applied for Certification Release 4.2 November 2009 Aditya Birla Minacs Niagara Falls, Ontario, Canada CSP Recertified Release 4.2 June 2010 Aditya Birla Minacs Peterborough, Ontario, Canada CSP Recertified Release 4.2 November 2009 Aegis Communications Group American Express Program Sierra Vista, Arizona CSP Applied for Certification Release 4.4 October 2010 Allus Global BPO Center Colombia Using the CSP Framework Release 4.4 June 2011 APAC Customer Services, Inc. Tucson West Tucson, Arizona CSP Applied for Certification Release 4.4 December 2010 arvato digital services Kitchener, Ontario Canada CSP Process Certified to Item 2.4 - Transaction Monitoring CSP Process Certified to Item 4.2 - End User Satisfaction & Dissatisfaction Release 4.4 January 2011 arvato direct services GmbH Microsoft T&C Szczecin, Poland CSP Process Certified to Item 2.4 - Transaction Monitoring CSP Process Certified to Item 4.2 - End User Satisfaction & Dissatisfaction Release 4.4 August 2010 arvato direct services Mnster GmbH Microsoft Volume Licensing Program Muenster, Potsdam & Szczecin CSP Process Certified to Item 2.4 - Transaction Monitoring CSP Process Certified to Item 4.2 - End User Satisfaction & Dissatisfaction

Release 4.4 March 2011 arvato services Nederland B.V. OXXIO and Postbus 51 The Netherlands CSP Process Certified to Item 3.1 CSP Process Certified to Item 3.2 CSP Process Certified to Item 3.3 CSP Process Certified to Item 4.2 Release 4.4 November 2010

Defining Jobs, Recruiting & Hiring Training & Development Verifying Skills & Knowledge End User Satisfaction & Dissatisfaction

Atento Argentina Movistar Cater, McDonalds and Nokia Buenos Aires, Argentina CSP Recertified Release 4.3 December 2010 BDO Esnad Contact Center Services Cairo, Egypt CSP Applied for Certification Release 4.3 October 2009 Blue Shield of Northeastern New York (HealthNow) Prestige Albany, New York Using the CSP Framework Cable & Wireless Panama S.A. Va Espaa, Panama Using the CSP Framework Cablevision S.A. Televentas Buenos Aires, Argentina CSP Applied for Certification Release 4.4 September 2010 Canon Customer Support Inc. Makuhari, Akita, Sapporo, Fukuoka Chiba, Japan CSP Certified Release 4.4 July 2011 Canon Hongkong Co., Ltd. Hong Kong, SAR China CSP Process Certified to CSP Process Certified to CSP Process Certified to CSP Process Certified to CSP Process Certified to Release 4.4 April 2011

Item Item Item Item Item

2.4 3.1 3.2 3.3 4.2

Transaction Monitoring Defining Jobs, Recruiting & Hiring Training & Development Verifying Skills and Knowledge End User Satisfaction & Dissatisfaction

Connexions Loyalty Travel Solutions Boise, Idaho; St. Louis, Missouri; Minneapolis, Minnesota Using the CSP Framework Contact Center Americas Bogota, Colombia CSP Recertified Release 4.3 July 2010 Cross Country Automotive Services OEM Roadside Assistance Sault Ste. Marie, Ontario & Tucson Arizona CSP Certified Release 4.4 October 2010 Cross Country Automotive Services GM Roadside Assistance Sault Ste. Marie, Ontario and Tucson, Arizona CSP Recertified Release 4.3 October 2010 Datacom Malaysia South East Asia Microsoft Kuala Lumpur, Malaysia CSP Recertified Release 4.3 November 2010 ECCO (Egyptian Contact Center Operator) Local Call Centers Cairo, Egypt CSP Recertified Release 4.3 May 2010 Entel Servicios de Call Center San Joaquin, Chile CSP Certified Release 4.3 December 2010 Etisal International Cairo, Egypt CSP Applied for Certification Release 4.3 November 2009 Etisalat Customer Care Center Dubai, United Arab Emirates CSP Recertified Release 4.4 October 2010 Excelior

Box Hill & Robina Varsity Lakes, Australia CSP Applied for Certification Release 4.3 October 2009 Fidelity National Information Services, Inc. FIS Global Solutions - Telecoms, Decision Solutions, Payment and Mortgage Vertic al Mumbai, India CSP Recertified Release 4.1 February 2010 Firstsource Solutions Limited Pritech Center Bangalore, India CSP Recertified Release 4.2 July 2009 Firstsource Solutions Limited Non Media and Entertainment, RMZ Ecospace Center Bangalore, India CSP Recertified Release 4.1 September 2009 Firstsource Solutions Limited Healthcare & Publishing Chennai, India CSP Recertified Release 4.2 April 2010 General Motors VMO Customer and Relationship Services (CARS) Organization Detroit, Michigan Using the VMO Framework GoExcellent AB Microsoft Electrolux Programs Pitea, Sweden CSP Recertified Release 4.4 January 2011 HCL Technologies Ltd. Business Services C-39, Sector 59 Noida, India CSP Process Certified to Item 2.4 - Transaction Monitoring Release 4.3 October 2010 Highmark Medicare Services Part A and Part B Provider Contact Center Camp Hill, Pennsylvania CSP Recertified Release 4.4

February 2011 Hitachi Electronics Services Co., Ltd. Hitachi Solutions Support Center - Software Support Center Development Tokyo, Japan CSP Recertified Release 4.3 November 2010 Hitachi Electronics Services Co., Ltd. Hitachi Solution Support Center - Contact Center Development Tokyo & Osaka, Japan CSP Recertified Release 4.3 November 2010 IBM Asia Pacific Delivery Center Apple Care Support Brisbane, Australia CSP Recertified Release 4.4 May 2011 IBM CarePort Apple Care Support Daleville, Indiana CSP Certified Release 4.2 December 2009 IBM Daksh Business Service Philippines, Inc. Apple Support Units of the Daksh Operation of IBM Philippines CSP Certified Release 4.2 January 2010 Intelenet Global Services Private Ltd. TransUnion, Barclays Business Master Program, Online Banking Program Mumbai, India CSP Recertified Release 4.2 July 2009 InterGlobe Technologies Gurgaon, India CSP Recertified Release 4.4 March 2011 L. L. Bean, Inc. Freeport, Maine Using the CSP Framework La Fdration des Caisses Desjardins Montreal, Quebec, Canada CSP Recertified Release 4.4 February 2011

Lenovo Key Account Support Center Team Shang Di, Beijing, China CSP Certified Release 4.3 August 2010 Mahindra Holidays & Resorts India Ltd. Member Relations Center Chennai, India CSP Certified Release 4.3 April 2010 Maybank Selangor, Malaysia CSP Applied for Certification Release 4.4 November 2010 Metis A.S. Istanbul, Turkey CSP Applied for Certification Release 4.3 June 2009 Microsoft Corp. Microsoft Global Outsourcing (MGO) Americas, EMEA and APJ Redmond, Washington VMO Procurement Block Certification Release 2.3 April 2010 Microsoft Corp. Microsoft Customer Service (CS) / Microsoft Global Operations (MGO) North Americ a Redmond, WA VMO Recertified Release 2.3 April 2010 Mobily Kingdom of Saudi Arabia CSP Applied for Certification Release 4.2 January 2009 Monster, Inc. Maynard, Massachusetts Using the CSP Framework MOSHI MOSHI HOTLINE, INC. Tida Center Okinawa, Japan CSP Recertified Release 4.4 March 2011

Movilnet Caracas, Venezuela Using the VMO Framework Release 2.3 December 2009 Movistar Chile Santiago, Chile VMO Applied Release 2.3 January 2009 Movistar Venezuela Caracas, Venezuela CSP Applied for Certification Release 4.3 July 2007 Movistar Venezuela 113, 911, 811 Caracas, Venezuela VMO Applied Release 2.3 July 2007 n.v. Nuon Customer Care Center SVS, ZKS Massa and R&B Nota Programs Amsterdam, The Netherlands CSP Certified Release 4.3 December 2010 NCO Group, Inc. Charlotte, North Carolina CSP Applied for Certification Release 4.1 June 2009 NCO Group, Inc. Mendota Heights, Minnesota CSP Recertified Release 4.4 September 2010 NIIT SmartServe Ltd. Gurgaon, India CSP Recertified Release 4.2 April 2009 Nikko Cordial Securities Inc. Customer Service Center Kiba, Okinawa, Ikebukuro, Japan CSP Recertified Release 4.2 October 2009 NTT Communications Corp. Service Desk Tokyo, Japan

CSP Recertified Release 4.3 August 2010 NTT West-Chugoku Corp. NTTWEST 113 Customer Center Hiroshima, Japan CSP Recertified Release 4.3 March 2011 NTT West-Kyushu Corp. Equipment Administration Service Management, Dept. 113 Customer Service Center Hukuoka-Ken, Japan CSP Recertified Release 4.3 November 2010 NuevaTel PCS de Bolivia Bolivia, South America CSP Applied for Certification Release 4.3 December 2007 Online Support Charlottetown, Prince Edward Island, Canada CSP Recertified Release 4.3 June 2010 Palmetto GBA Railroad Medicare Contact Center Augusta, Georgia 3.1, 3.2, 3.3 CSP Block People Process Certification Release 4.4 November 2010 Palmetto GBA Part A Provider Call Center (Hospital & Outpatient Services/Regional Home Health & Hospice Intermediary Columbia, South Carolina Block People Process Recertification Release 4.3 June 2010 PCCW Teleservices Apple Care China Contact Center Shanghai, China CSP Recertified Release 4.3 May 2010 Percepta Customer Relationship Center Tier 1 Melbourne, Florida CSP Recertified Release 4.3 January 2010 PerfectCall B.V.

Apple Program Maastricht, Netherlands CSP Certified Release 4.3 September 2010 PT VADS Indonesia Jakarta, Indonesia CSP Certified Release 4.3 September 2010 Raya Contact Center 6th of October City, Egypt CSP Recertified Release 4.3 December 2010 Rogers Wireless, Inc. Toronto, Ontario, Canada; Montreal, Quebec, Canada Using the CSP Framework SKY Perfect Customer-relations Corp. SKY PerfecTV! Customer Center Yokohama & Sapporo, Japan CSP Certified Release 4.3 August 2010 SNT Nederland B.V. Account ING The Netherlands CSP Recertified Release 4.4 April 2011 Sony Customer Service (Japan) Inc. Sony Customer Information Center and Aiwa Customer Information Center Fujisawa-shi, Kanagawa Japan CSP Recertified Release 4.1 July 2009 Sprint Nextel Corp. Sprint Customer Care Overland Park, Kansas Using the VMO Framework Sprint Nextel Corp. Sprint Customer Care Overland Park, Kansas Using the CSP Framework Stream Global Services Cairo 6th of October City, Egypt

CSP Applied for Certification Release 4.3 September 2010 Stream Global Services Apple Program Berlin CSP Applied for Certification Release 5.0 June 2011 Superpartners Melbourne, Australia CSP Applied for Certification Release 4.3 March 2010 TCS eServe Ltd. Spencer Plaza Site - Global Consumer Group: International Banking Operations; In ternational Consumer Assets; U.S. Consumer Assets Division, CBNA Operations Chennai, India CSP Recertified Release 4.2 December 2009 TCS eServe Ltd. GCG - International CARDS Operations Chennai, India CSP Recertified Release 4.2 April 2010 TCS eServe Ltd. Nirlon Nesco Site: International Collection & Services Division (ICSD) and U.S. Consumer Assets Division (USCAD) Mumbai, India CSP Recertified Release 4.1 October 2009 Telefonica Argentina 114 Buenos Aires, Argentina VMO Applied Release 2.3 August 2008 Telefonica Argentina 112 Buenos Aires, Argentina VMO Applied Release 2.3 August 2008 Telefonica Argentina Negocios Buenos Aires, Argentina VMO Applied Release 2.3 July 2008

Telefonica Brazil San Pablo, Brazil VMO Applied Release 2.3 January 2010 Telefonica Spain Madrid, Spain Using the VMO Framework Release 2.3 May 2010 Teleperformance Deutschland Goerlitz, Germany CSP Recertified Release 4.4 May 2011 Teleperformance Hellas Apple and Symantec Program Athens, Greece CSP Recertified Release 4.3 December 2010 Teleperformance Mexico Site Monterrey, AT&T Central Region Monterrey, Mexico CSP Recertified Release 4.3 January 2010 Teleperformance Nordic Apple Program Stockholm, Sweden CSP Certified Release 4.3 September 2010 Teleperformance USA Tier 1 & Tier 2 Boise, Idaho CSP Recertified Release 4.3 July 2010 ================================================================================ ============================== The COPC-2000 CSP Standard is a Performance Management Framework designed to deli ver results in Customer Service Provider (CSP) contact center environments including Call Centers, E Commerce Centers and Transaction Processing Operations. It is relied on as the g lobal standard for implementing contact center best practices that improve performance metrics in customer satis faction and service, inbound and outbound sales, dispatch, collections, retention, remittance processing, fulfill ment and other related service operations.

The COPC Certification Process includes professional consulting, training, instal lation, and benchmarking services designed to infuse your operations with a rigorous measurement system by which to analyze and improve all customer -touch activities. COPC Certification to the COPC-2000 CSP Standard ensures the COPC Performance Manag ement System is properly implemented and producing results.

--------------------------------------------------------------------------------------------------------------The COPC-2000 VMO Standard for Vendor Management Organizations sets forth minimu m requirements for buyers of third party customer contact center services. These requirements fall across four cate gories - leadership and planning, key business processes, key people processes and goals. When met, these guidelin es ensure the cost-effective, results-oriented management of outsourced Customer Service Providers (CSPs). Developed by leading buyers of CSP services, the COPC-2000 VMO Standard is close ly aligned with the COPC-2000 CSP Standard and provides vendor management organizations with the key strategie s and performance metrics needed to manage their relationships for optimal performance and customer satisfaction.

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