“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

1
2
3
4

Implementing and Closing Programs and Relationships

Developing an implementation strategy is important. Developing an exit strategy is critical. By setting definitive processes and metrics in advance, both the client and the Vendor Management Organization can clearly recognize the success of a program or relationship. This course trains VMO staff on minimum skills related to implementing and closing Client programs and Relationships.

Topics include:

  • Implementing New Clients and Programs (VMO mapping 2.4)

    • The first part of the course trains participants on the steps required to implement the servicing of new programs for new clients, new programs for existing clients, and existing programs for new clients. The course also covers implementing existing programs in additional CSPs and moving programs between CSPs.

    • The course teaches participants to identify the required Key Business Processes, Key Customer Related Processes and Key Support Processes associated with meeting the client requirements (defined in 2.1 and contracted for in 2.3). We also review approaches to ensure that newly implemented processes have the capability to meet client and VMO requirements.

    • As implementation is often handled jointly with the CSP, the course also identifies the roles and responsibilities of the VMO and the CSP and provides strategies for blending VMO and CSP implementation plans.


  • Closing Programs and Relationships (VMO mapping 2.5)

    • The second part of the course trains participants on the key aspects to consider in closing a relationship with CSPs; terminating a program (or part of a program), or completely terminating the relationship. Participants learn the key activities required to safeguard the Client’s assets and property; ensure smooth transition with minimal impact to VMO clients and the Enterprise’s customers.

      • 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.