Copc Standards And Certification Process Pdf

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copc standards and certification process pdf

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Scientific Research An Academic Publisher.

COPC Inc. The COPC CX Standard for VMOs was first developed in by a group of passionate buyers from a variety of industries seeking to eliminate poor vendor performance and improve customer satisfaction results. Release 6.

Now Available – Release 6.2 of the COPC Customer Experience Standard

This article describes COPC in a practical way. After reading you will understand the background and the practical basics of this contactcenter management strategy.

The family of standards was developed because several American companies such as Dell, Motorola and American Express were dissatisfied with their outsourcing of customer contacts. They wanted to make the quality of customer contact measurable. This is why a group of customer contact centre consultants decided to develop a model with which cost and quality can be controlled and managed.

This commercial exploitation mainly consists of auditing contact centres for certification. Companies can only retain the official accreditation if they recertify every two years. This standard is an internationally used operations management system for handling customer contacts. It is an abbreviation of Customer Operations Performance Centre. The approach is an instrument to measure performance and quality of customer contacts.

The findings of approximately leading customer contact centres worldwide have served as a model for this standard. Companies can only work with this standard if they are certified. The success lies in the fact that it immediately proves itself.

There is a noticeable improvement in the quality of contact centres. According to COPC there is a direct relationship between handling customer contacts and service, quality, customer satisfaction and costs.

Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced. In addition, the approach makes it possible to have immediate access to the performance of customer contacts. As a consequence, customers are approached and helped in a consistent manner. With benchmarking can be conducted; the outcomes and service provision of several contact centres can easily be compared with one another.

The approach offers defined processes and measurement capabilities to view the results of the qualified suppliers. COPC Inc. The Standard CSP helps define customer service centre performance. It helps organizations rate the performance of third party customer contact centres. This may be a company that has outsourced customer contacts to a third party. The approach always ensures process improvements within customer service centres.

They will have to take immediate action according to the system when thresholds are not met or when three consecutive measuring points are below standard. 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.

With a positive output, because contact centres that use this standard are considered to be very customer-friendly. What do you think? Do you recognize the practical explanation or do you have more suggestions? What are your success factors for the good contact center management?

If you liked this article, then please subscribe to our Free Newsletter for the latest posts on models and methods. How to cite this article: Van Vliet, V. COPC, a performance management strategy. Your rating is more than welcome or share this article via Social media! Vote count: 2. No votes so far! Be the first to rate this post.

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Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. It is mandatory to procure user consent prior to running these cookies on your website. Background The family of standards was developed because several American companies such as Dell, Motorola and American Express were dissatisfied with their outsourcing of customer contacts.

COPC stands for … This standard is an internationally used operations management system for handling customer contacts. Benefits The success lies in the fact that it immediately proves itself.

Benchmarking With benchmarking can be conducted; the outcomes and service provision of several contact centres can easily be compared with one another. Both standards highlight performance in four categories:. Did you find this article interesting? We are sorry that this post was not useful for you! Let us improve this post! Tell us how we can improve this post?

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COPC-2000 Customer Service Provider Standard

COPC Inc. All Rights Reserved. All rights reserved. The reproduction or distribution of any portion or all of these materials in any form or media without the prior written agreement of COPC Inc. Key Terms and Relationships One of the advantages of a globally accepted Performance Management System and related set of Standards is that they help to drive a consistent industry vocabulary. Provide services to end users on behalf of clients. End Users Customers of clients.

COPC Inc. All rights reserved. The reproduction or distribution of any portion or all of these materials in any form or media without the prior written agreement of COPC Inc. Table of Contents Table of Contents Leadership and Planning Experience has demonstrated that centers that successfully implement the COPC Performance Management System can dramatically lower costs while maintaining or improving service quality as well as client and end-user satisfaction.


By going through the certification process, you can be confident that your organization is well run and performing optimally by meeting the following requirements.


COPC CSP Standard Release 4.3 Version 1.1.pdf

Key Terms and Relationships One of the advantages of a globally accepted performance management system and set of standards is that they help to drive a consistent industry vocabulary. The COPC Family of Standards is a collection of performance management systems that are based on the following terminology and relationships: 2. CSPs, encompass most, if not all, types of service environments. CSPs provide services to end users on behalf of clients. COPC Inc.

This article describes COPC in a practical way. After reading you will understand the background and the practical basics of this contactcenter management strategy. The family of standards was developed because several American companies such as Dell, Motorola and American Express were dissatisfied with their outsourcing of customer contacts. They wanted to make the quality of customer contact measurable.

COPC Inc. 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". Bean , Microsoft , Motorola and Novell. It is performance-centric and data-driven, using processes and people as enablers and leadership and planning as drivers.

We provide consulting, training and certification to help companies boost performance and improve the customer experience.

Stand out from the crowd with external validation of your high performing operations

COPC Inc. The COPC CX Standard is a comprehensive performance management system that provides practitioners with guidelines and best practices for managing and improving the performance of their customer experience operations. Since its release, the Standard has continued to evolve to address the changing needs of a dynamic industry, including those of emerging channels such as mobile, social media and digital assisted solutions that span across a variety of channels. Release 6. Download and Implement Release 6.

We provide consulting, training and certification to help companies boost performance and improve the customer experience. See how a telecom provider improved customer satisfaction and issue resolution, and reduced incoming call volume. Learn how Groupon saved millions in costs, reduced risk, and provided a consistent customer experience by working with COPC Inc. Download the Standard today. Full Certification.


The certification process is an independent and objective assessment of your to the requirements found in the COPC Customer Experience (CX) Standard.


COPC stands for …

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COPC CSP Standard The Performance Management System for Customer Contact Operations

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