“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

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Client Interactions

Client and vendor interaction requires specific skill sets that promote succinct communication, concise process description, and consistent definitions. This course trains VMO staff on the minimum skills related to client interactions.


Topics include:

  • Obtaining client requirements

    • Review of the defined process for determining the client and VMO relationship, identifying key requirement areas, and defining program level-requirements to include performance metrics, targets, volumes, training needs, etc.

  • Reporting performance to clients

    • Review of the defined process determining information reporting formats, frequencies, and audiences; approach for taking corrective actions; and conducting comprehensive reviews.

  • Client Satisfaction & Dissatisfaction

    • Review of the defined process for obtaining client satisfaction and dissatisfaction, the definition of a complaint, approach for documenting a complaint, identification of key drivers, and analyzing the data to identify process-level improvement opportunities.

  • One day dedicated session using VMO data

  • More than 120 graduates in 2 years

This section of the website is currently under construction. Please check back soon for more information.