Dedicated to Improving the Customer Experience
Starting with the Standard
COPC Inc. began with the development of the COPC Customer Service Provider (CSP) Standard. Call center industry leaders saw a need for structured processes and measurements to ensure operations delivered consistently high performance. To answer this need, a group of leaders from many industries worked together to develop a comprehensive performance management system for call centers. The result of this work was the COPC CSP Standard—the first and most widely recognized performance management system for customer contact operations.
The Founding of COPC Inc.
Following the creation of this Standard, the company Customer Operations Performance Center Inc. (COPC Inc.) was founded in 1996, with Cliff Moore as co-chairman. The initial goal of the company was to provide an independent audit to determine if organizations met the requirements to become certified to the COPC CSP Standard. Today there are four COPC Standards that are part of the COPC® Family of Standards, and hundreds of companies have operations that have been certified by COPC Inc.
Offering Consulting and Training
COPC Inc., as the company is known today, quickly became a thought leader within the call center industry, and began offering training and consulting services to help organizations improve their operational performance. COPC Inc. also expanded its reach to outsourced providers of call center services as well as vendor management organizations (VMOs) that procure and manage these third-party services.
Over the years, the company has helped major brands in the automotive, financial services, healthcare, retail, telecom, and travel and hospitality industries improve their call center performance, increasing both customer satisfaction and revenue and reducing operational costs.
COPC Inc. and the Customer Experience
Today COPC Inc. continues to work with call centers and VMOs, but also provides an expanded service offering for companies managing their customer experience operations. Using proven processes and best practices, COPC Inc. counsels leading brands throughout the world and delivers strategy, program development, and implementation services for improved customer experience management (CEM).
Taking an operational approach to improving the customer experience, COPC Inc. finds and addresses root causes of customer issues and advises companies about how to better manage complex customer journeys. By improving the performance of key touch points within that journey, companies will produce successful interactions and create loyal, satisfied customers.
COPC Inc. is privately held with headquarters in Winter Park, Florida, and with operations in North America, Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.
For more information, download our Family of Services brochure.