Outsourcing Services
It is hard enough to assess the quality of your organization's
in-house customer contact centers. Measuring the performance of an
outsourced vendor solution requires an even more sophisticated approach.
COPC Inc. is the world’s leading authority on operations management and
performance improvement for buyers and managers of customer contact center
and Business Process Outsourcing (BPO) services. We measure vendor performance
against the COPC-2000 VMO Standard, a rigorous framework of 'best practices'
designed to measure third party customer services providers. Our VMO
Certification Process empowers outsourcers to self-assess VMO and third party
CSP performance based on a single, proven global performance standard.
We also offer several courses designed to strengthen the participant’s
knowledge of critical VMO disciplines including Vendor Selection and
Management, Site Assessment, Contract Compliance and Auditing, Customer
Satisfaction/Dissatisfaction, Client Interaction, Financial Implications
of Key Operational Tradeoffs, along with general Program and Relationship
management.
Ultimately, our standardized processes, procedures and metrics result in
lower acquisition costs, improved performance metrics, fewer provider
transitions and increased customer satisfaction—all of which contribute
to your bottom line.
To learn more, contact COPC Inc. today.