Call Center Consulting:
Improving Your Call Center Operations

At COPC Inc. we know that managing any kind of call center requires great effort. You must meet your performance objectives while providing superior service, often with a smaller staff and a reduced budget. This is where our call center consulting services can help. Working by your side, we drive significant and sustained improvement to increase customer satisfaction, reduce costs, build revenue, and improve service and quality.

Our consulting services are founded on a structured, proven approach that uses best practices to drive significant and sustainable results, effectively reducing costs, improving revenue, and increasing customer satisfaction.

How We Can Help You:

  • Benchmark reviews to assess your operation or key processes compared to best practices
  • Focused improvement projects to drive results in a particular metric such as customer satisfaction, service level, cycle time, attrition, or average handle time
  • Process redesign targets specific functional areas such as workforce management, quality, recruiting / hiring / training, and KPI development
  • Contact center strategy helps with organizational design and overall vision

We accomplish these objectives in many industries and for any type of call center such as inbound and outbound sales, technical support, customer service, and collections. We provide expertise to determine key operational issues and improve performance within any channel, whether the interaction involves a live agent or is a purely digital touch point. Live agent interactions include phone, email, chat, text, social media, or in person. Digital touch points include website, interactive voice response (IVR), and mobile applications.

Our call center consulting services is based on the COPC Customer Experience Standard, the leading performance management system for customer experience operations.

For more information, contact COPC Inc. or download our Family of Services brochure. 

I could not have asked for a better performance improvement partner. The results far exceeded our expectations and the insights we received gave our people the confidence to approach things differently.”

—Manager of Strategy
and Development,
Major Consumer
Electronics Retailer

A major consumer retailer experienced $3 million savings in operational costs

Call Center Training, Consumer Retailer Case StudyThe organization was receiving low scores from customers in quality and overall satisfaction categories, but the company was unsure why and did not know what actions to take to improve their performance. Read the full story »