Omega Performance Evaluates Business Performance, Launches Call Center Health Check

Complimentary Assessment Indicates whether Performance is Early, Emerging, Advanced, or World-Class

Charlotte, N.C., June 15, 2006—The premier management consulting firm, Omega Performance (www.omega-performance.com), announced today the debut of its Call Center Health Check, a complimentary diagnostic tool that helps call center managers determine their center’s level of performance. Developed by Omega Performance’s call center experts—who have decades of experience researching and defining best practices worldwide—the Health Check is comprised of 15 questions that probe into critical call center performance indicators including agent turnover rate, employee training and development, customer satisfaction, call monitoring, and quality assurance.

Based upon the answers provided, a numerical score is tabulated and a best practice ranking of Early, Emerging, Advanced, or World-Class is made instantly available. Omega’s Call Center Continuum, a best practices implementation tool, is only a click away for call center leaders wanting to learn more about their center’s current performance and how they can advance to the next level of performance. Access the Health Check at www.omega-performance.com/healthcheck/.

“Call center executives and managers face a number of challenges as they strive to accelerate performance,” said Anne Ivey, Omega Performance’s senior vice president and contact center practice director. “Knowing how their center compares to others will help them to hone in on the things they are doing well and identify those that need improvement to reach world-class status. Our Call Center Health Check quickly gives them an accurate assessment of where their center is today and our Call Center Continuum outlines what steps they need to take to improve business results going forward.”

About Omega Performance
Omega Performance has enabled more than 2,500 firms worldwide to drive and sustain improved business results. The company is a wholly owned subsidiary of Informa plc (INF on the London Stock Exchange), the leading international provider of specialist information and services for the academic and scientific, professional, and commercial business communities. Informa has over 150 offices in more than 40 countries and employs over 7,000 staff around the world. Omega Performance is headquartered in Charlotte, N.C., USA, with major offices in Australia, Canada, China, Greece, Nigeria, Singapore, South Africa, and the United Kingdom.