2002 Newsroom
- 01 Nov 2002
India Answers The Call
The numbers are too compelling to ignore. The average salary for a call center agent in India is one-tenth that of a U.S. agent? In a 500-seat operation, that amounts to $16.2 million a year in payroll savings alone.
- 22 Oct 2002
COPC Launches Pilot Programs for Vendor Management Organization (VMO)
General Motors and American Express are the first to begin implementing the COPC-2000 VMO Standard, which covers the outcomes, processes and results areas outsourcing management teams need to deliver consistently high performance from their outsourcing initiatives.
- 05 Sep 2002
Locating Call Centers Closer to Home
In recent years site selectors, consultants, outsourcers and economic development agencies have been touting India and the Philippines as low-cost and high-labor-availability alternatives to the US, UK and Canada.
- 01 Aug 2002
Standards - Who Needs Them?
In a perfect world, line staff reporting on key performance items such as first call resolution or billable hours would be unaffected by any tendency to rely more on wishful thinking or self-promotion than facts. The Enron debacle, however, makes it clear that there is no perfect world. Can standards help improve the one in which the contact center industry transacts business?
- 23 Jul 2002
COPC Launches Vendor Manager Organization Version of COPC-2000®
This release, called COPC-VMO(tm), describes the outcomes, processes and results areas an outsourcing group requires to deliver consistently high performance from its outsourcing initiatives.
- 17 Jul 2002
First German Contact Center Achieves COPC Certification
ClientLogic makes good its promise to customers and clients by confirming the consistent, excellent performance of the Duesseldorf location as the first German company to achieve independent COPC certification.
- 17 Jun 2002
Spectrum Contact Services Spokane Site Earns Coveted COPC-2000® Certification
Confirming its pledge to deliver consistent and exceptional customer service and technical support, Spectrum Contact Services' Spokane, Washington, operations center recently earned the industry's coveted COPC-2000® Standard Certification.
- 02 May 2002
Asia Pacific gets represented on COPC Standard
Customer Operations Performance Centre (COPC) Inc, the leading global adviser on the customer contact centre business, expanded its international talent pool with the appointment of Christine Hagan from Australia's Centrelink Call and Stamford Low from Singapore's M1 into its COPC® Standards Committee.
