Check out the latest COPC Inc. press releases.
Certification to COPC Inc.'s performance-driven management framework committed UWV to a timetable for change and enabled this Dutch government agency to secure dramatic improvements in customer satisfaction and the cost of managing unemployment and disability benefits. As a result, the Dutch government has stipulated that all public sector contact centres adopt UWV's COPC®-certified approaches by 2015.
With consumer-directed healthcare changing the fundamentals of the business, the insurance industry must become focused on responsiveness to individual consumer members. BlueCross BlueShield of Western New York took bold steps to boost its service levels in just one year.
Driven by dedication to operational excellence, Citigroup Global Services Ltd. (CGSL) utilized the COPC® Performance Management Framework to help achieve the goals of the organization's Balanced Scorecard initiative, namely to determine, measure, and manage key business drivers to improve overall performance.
Early in 2007, the company began to note falling scores in service quality and overall satisfaction categories as reported by customers. The organization was also having difficulty accurately forecasting call volumes and seasonal staffing needs. COPC Inc. was asked to recommend strategies to improve customer satisfaction, streamline operations and boost call center sales.
Striving for excellence in customer service, Genesys Conferencing (GNS) implemented the COPC-2000® CSP Standard to define the organization's performance goals, reduce costs and raise the standard of service to its customers.
This leading U.S. telecommunications provider operates a Vendor Management Organization (VMO) with internal and vended contact centers employing over 30,000 contact center agents and over 2,000 frontline managers in 80+ centers around the world. The executives were concerned they were losing control of their customer experience due to rapid expansion of both internally managed sites and more than 20 vendors in various regions. The company turned to COPC Inc. in an effort to improve their vendor management approach, with an overall goal of streamlining and improving the consistent delivery of customer service in both the vended and internal sites.
This very successful North American company was struggling with its collections targets. Targets were not being met, Net Bad Debt levels had skyrocketed, and Involuntary Churn was increasing and above budget. Executives were concerned that current strategies of simply adding staff would not be enough, as they would be scaling antiquated and potentially bad practices. The company turned to COPC Inc. initially for a Benchmark Review to assess the current practices and provide best practice recommendations. The recommended approach was a two-phased approach over a 24 month time period to streamline processes, ensure effective people management approaches, implement an enhance outsourcing strategy, define meaningful metrics, enhance strategic business planning, and deploy an extensive performance improvement effort.