COPC Inc.
Who We Are
Customer Operations Performance Center Inc. (COPC Inc.) is the world's
leading authority on operations management and performance improvement for
customer contact center and Business Process Outsourcing (BPO) services.
Simply put, our initiatives drive cultural transformations that enhance the
way customer contact centers operate worldwide.
Since 1996, COPC Inc. has helped more than 1,000 Customer Service Providers (CSP)
and Vendor Management Organizations (VMO) in 50 countries achieve superior levels
of customer service, customer satisfaction and operational efficiency measured
against proven global best-practice standards. With dedicated representatives
in Argentina, Australia, Brazil, Canada, China, Germany, India, Japan, Mexico, Singapore, the United Kingdom
and the United States—our presence and industry perspective truly span the globe.
How We Began
In 1996, a group of call center service users joined forces to draft
the first set of standards by which customer contact center performance
could be measured. The group included representatives from American Express,
Compaq, Dell, Intel, L.L. Bean, Microsoft, Motorola and Novell—visionary
organizations that understood improved customer relations would drive growth and profits.
Soon after the initial 1996 standard was finalized, COPC Inc. was formed to promote
it across the customer contact center industry. Under COPC Inc.'s stewardship,
the standard quickly evolved into the first edition COPC-2000® CSP Standard.
The group of affiliates responsible for the initial standard has since evolved
into the COPC Inc. Standards Committee, our global oversight and advisory board.
The Standards Committee
Although the membership of our COPC® Standards Committee has changed over the years,
the group's commitment to performance excellence, customer satisfaction and industry
leadership has not.
The COPC Inc. Standards Committee is comprised of executive leaders selected from our
global client roster. These insightful professionals are responsible for proposing
improvements to the COPC-2000® Family of Standards and promoting their implementation.
Members strive to keep a balance across continents, business sectors and client
organizations. Their service ensures the COPC-2000® Family of Standards maintains
its status as the most rigorous and prestigious measurement system for the global
customer contact call center industry.
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