“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
Global Best Practices for Customer Service Providers
COPC® Registered Coordinator Training for Service, Call Center, and Business Process Outsourcing (BPO) Operations
The goal is simple: keep your customers happy and your company profitable.
For Customer Service Providers (CSPs) this simple goal presents a myriad of complex challenges. As a third party or internal provider, you have two distinct customers to satisfy – your client, the buyer of your services, and their client, the end-user of your client’s services.
The best way to ensure total customer satisfaction is to have your organization using clearly defined operational best practices – and to ensure your staff is fully trained to meet the demands of this strategy.
This class is a requirement for COPC® CSP Registered Coordinator status.
Course Objectives
- Understand the requirements to implement the COPC-2000 CSP Gold Standard in your CSP organization
- Optimize operational performance – balance Service, Quality, and Cost
- Improve operational capabilities to achieve higher levels of client and end-user satisfaction while reducing costs
- Enable participants to demonstrate competency with the content of the COPC-2000 CSP Gold Standard
- Understand how compliance to the COPC® CSP Standards is determined
- Become knowledgeable of operational practices used in high performance customer contact centers
- Learn common operational pitfalls to avoid
- Gain knowledge of high performance benchmarks and how to use these to set targets for service levels, quality objectives, and unit costs
COPC Inc. CSP Overview
COPC_CSP_Train_eSell_V1_LowRes2_007.31.07.pdf
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