COPC Standards »

Microsoft has achieved certification to both the CSP and VMO Standards. Combined with our Outsourcing Management System, we have driven global consistency in managing metrics and implementing best practices, resulting in increased performance levels within Microsoft and with our suppliers.”

—Mike Simms,
General Manager,
Chief Outsourcing Officer,
Microsoft

Call Center Certification:
Driving Excellence in your Call Center Operations

A leader in call center performance improvement, COPC Inc. offers call center certification services to any type of customer contact operation, such as inbound and outbound sales, technical support, customer service, and collections. Certification by COPC Inc. provides an independent assessment of your multichannel call center including phone, chat, email and social media, focusing on performance metrics to achieve continuous improvement.

Since 1996, COPC Inc. has provided call center certification to hundreds of call centers throughout the world, providing a consistent and proven framework for managing people, processes and performance. Call center certification by COPC Inc. enables your organization to measure and improve all operational activities that support the customer experience—to ultimately boost customer satisfaction while increasing revenues and reducing costs.

 

Full Certification »  Process Certification »

 

Call center certification by COPC Inc. is based on the COPC Customer Experience (CX) Standard. This performance management system was originally created in 1996 and was formerly known as the COPC Customer Service Provider (CSP) Standard. Today the COPC CX Standard is in sixth release includes criteria covering all aspects of a multichannel contact center.

For more information about call center certification, contact COPC Inc. or download our Certification Brochure.

Improving Performance Through Certification
To the COPC CSP Standard

Sunshine InsSunshine Insurance is one of China’s top 500 companies and one of Asia’s largest insurance companies.   In a highly competitive industry, the company embarked on certification to the COPC CSP Standard to solidify a foundation for growth.  In just one year, the company achieved a 4X ROI in cost savings.

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