“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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Global Best Practices for Vendor Management and Outsourcing

COPC® Registered Coordinator Training for Vendor Management Organizations, Call Center Outsourcing, and BPO


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The goal is simple: keep your customers happy and increase your company's profitability.

For organizations that leverage the benefits of outsourcing contact center and business process operations, your vendor, in many ways, can only be as good as you allow them to be. A partnering relationship adds a layer of complexity, cost, governance, and risk that must be managed effictively.

  • Course Objectives

  • Effectively implement the COPC-2000 VMO Standard in your organization

  • Design an organization to address the buying needs of organizations that outsource anywhere from 100 to 10,000 seats of business volumes

  • Optimize operational performance of the buying team

  • Improve the vendor selection and vendor management capabilities of the buying team

  • Cost-effectively achieve high levels of client and end-user satisfaction through the services provided by third party Customer Service Providers (CSPs)

  • Drive the operational performance and efficiency of CSPs

  • Improve understanding of internal clients’ requirements and convert them into operational targets for third-party providers

  • Enable participants to demonstrate competency with the content of the COPC-2000 VMO Standard

  • Become more knowledgeable of approaches to operating a high performance vendor management organization

  • Learn how to avoid common pitfalls encountered when managing vendors

  • Improve the operational performance of CSPs

COPC Inc. VMO Training eBrochure.pdf
COPC_VMO_Train_eSell_V1_LowRes_07.31.07.pdf
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