COPC Standards:
A Performance Management Framework
for Customer Experience Operations

The COPC® Family of Standards is a performance management framework that enables you to measure and improve all operational activities that support the customer experience. Created in 1996, the original COPC Customer Service Provider (CSP) Standard was based on the Malcolm Baldrige National Quality Award criteria and framework. The COPC CSP Standard remains the most recognized and widely used, and it serves as a guide for all other COPC Standards.

Access all COPC Standards and related guides here: 

For internal
customer contact operations
CSP Standard »
For vendor 
management organizations VMO Standard »
For outsourced
customer contact operations
OSP Standard »
healthcare companies
HSP Standard »


The COPC Family of Standards is the foundation of all our work. Learn more about our consulting, training and certification services.

I’ve deployed or evaluated major service standards while at Microsoft, Monster, and Acronis and nothing delivers high performance, organizational alignment and true world class service like the COPC Family of Standards.”

—Ed Benack
Vice President, Cvent

Contact COPC Inc.

We look forward to talking with you about how we can help your organization. You can reach us by email, phone or the Contact Us page.

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