“You feel comfortable living in the COPC environment. I cannot imagine our company living without the COPC standard.”
Adel Danish
- Xceed
“We've used them in different ways beyond the standard and certification. We've used COPC to help us improve our business beyond those services as well.”
Scott Lawson
- General Motors
“Our organization has benefited significantly through the training that COPC offers, specifically for customer service providers.”
John Ginn
- Microsoft
“I think that the beauty of the COPC Family of Standards is it’s completely country-independent, language-independent, it’s all about the process.”
Ed Benack
- Monster.com
Michael Ferraraccio
Professional Staff: North America
Vice President, Business Development
Michael Ferraraccio serves as Vice President of Business Development at Customer Operations Performance Center Inc. (COPC Inc.). Joining COPC Inc. in 2002, he has worked in the contact center industry for more than 13 years. Mike is responsible for all sales and business development initiatives for Performance Improvement Consulting, Certification Initiatives for CSPs and Vendor Management Organizations, and Training Programs for COPC Inc.’s North American Operations.
Mike’s areas of expertise have enhanced development of the Outbound Certification Standard, where he acted as an advisor on the COPC® Standards Committee. Working with clients such as Gateway, Toshiba, Micron and Claris, a division of Apple Computer, Mike brought valuable insights to the outbound telesales component of the COPC® Family of Standards.
Before joining COPC Inc., Mike combined his vast experience in sales with diverse product knowledge. In New York City, he achieved executive status at Here2Fix as Vice President of North American Sales when he realigned the sales and marketing strategy for web-based product warranty and repair services. In the first year of operations, the company realized $3 million dollars in revenue. Tiger Direct, Buy.com and Dartek comprised only part of the client list. At Harte-Hanks, he worked in the marketing and strategic selling of product offerings with clients such as Wells Fargo Bank, the US Postal Service and PSINet.
Mike also served as Director of Sales at ClientLogic Corporation, located in Nashville, Tennessee. In Western New York, he led the sales force as Director of Outbound Sales for Softbank Services Group. While working at Softbank Services Group, he completely revitalized a telesales department, increasing revenue from $100,000 to $5,000,000.
Mike earned his Bachelor’s degree at Buffalo State College. Mike and his family make their home in Western New York.
Williamsville, New York
716-570-4777
mikef@copc.com