COPC® CSP Certification
The COPC-2000® CSP Standard is a contact center performance management system that reduces costs, while increasing revenue and improving service, quality and customer satisfaction.
Customer Operations Performance Center Inc. (COPC Inc.) is the world’s leading authority on operations management and performance improvement for buyers and providers of customer contact center and business process outsourcing (BPO) services. The COPC® Performance Management System includes site certification programs, operational management training, Six Sigma in Contact Centers, performance improvement consulting and vendor sourcing and management services.
A rigorous and balanced system, the COPC-2000® CSP Standard concurrently measures all customer-touch activities, providing a framework to identify and measure specific attributes required for sustained operational performance improvement.
The Certification Process is a holistic approach to high performance contact center operations which requires management to run business by:
- Balancing service, quality and cost
- Setting high performance benchmark targets
- Monitoring results using objective data
- Continually improving in areas not meeting targets
- Consistently meeting client and internal performance requirements
