Working with global brands, COPC call center best practices through its call center consulting, training and certification services. This training is ideal for organizations servicing customers through a single channel such as a call center, or for those working across multiple channels. For call centers and customer experience operations, download the COPC CX Standard for CSPs to learn best practices to Other COPC CX Standards.

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COPC, a performance management strategy.

Companies can only retain the official accreditation if they recertify every two years. Please enter your comment! Standards Committee evolved from the initial group of business professionals that formed the first edition of the COPC CSP Standard, and precedes the founding of the company.

It is an abbreviation of Customer Operations Performance Centre. The stated importance of Performance Improvement Criteria is threefold:. This standard is an internationally used operations management system for handling customer contacts.

They wanted to make the quality of customer contact measurable. The findings of caall leading customer contact centres worldwide have served as a model for this standard. If you liked this article, then please subscribe to our Free Newsletter for the latest posts on Management models and methods.

There is a noticeable improvement in the quality of contact centres. By using this site, you agree to the Terms of Use and Privacy Policy. This website makes use of cookies to enhance browsing experience and provide additional functionality. Save my name, email, and website in this browser for the next time I comment. Please enter your name clpc. Views Read Edit View history.


Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced. What do you think? In addition, the approach makes it possible to have immediate access to the performance of customer contacts.

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COPC Inc. – Wikipedia

COPC standards3. Henry Mintzberg Organizational Configurations December 18, Mintzberg Managerial Roles December 29, According to the World Bank, “COPC standards and certifications are the fastest-growing industry-specific standards that provide compliance parameters in areas such as client satisfaction, computer infrastructure, and accuracy of responses”.

With benchmarking can be conducted; the outcomes ztandards service provision of several contact centres can easily be compared with one another. Standards Committee members are responsible for proposing improvements to the COPC family of standards and promoting implementation of the standards. Add a link to this page on your website: They will have to take immediate action according to the system when thresholds are not cpoc or when three consecutive measuring points are below standard.

Your rating is more than welcome or share this article via Social media! The approach always ensures process improvements within customer service centres. Winter Park, FloridaUS. Inthe COPC family of standards was developed by buyers, providers and senior managers responsible for operational management. The improvements and modifications are recorded accurately in a plan in which both the party with the final responsibility and the final result are described.

Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers. After reading you will understand the background and the practical basics of this contactcenter cal strategy.


This may be a company that has outsourced customer contacts to cente third party. Did you find this article interesting? What are your success factors for the good contact center management?

The committee meets twice annually.

Do you recognize the practical explanation or do you have more suggestions? It helps organizations rate the performance of third party customer contact centres. The Standard CSP helps define customer service centre performance.

COPC standards

This article describes COPC in a practical way. Retrieved [insert date] from ToolsHero: How to cite this article: With a positive output, because contact centres that use this standard are considered to be very customer-friendly.

It is performance-centric and data-driven, using processes and people as enablers and leadership and planning as drivers. The approach is an instrument to measure performance and quality of customer contacts. The 12 rules of standares negative feedback. Companies can only work with this standard if they are certified.

This commercial exploitation mainly consists of auditing contact centres for certification. This page was last edited on 14 Octoberat Always up-to-date with our latest practical posts and updates? There are four core standards that are maintained and updated by the committee; these include:. From Wikipedia, the free encyclopedia.