Global Best Practices for Vendor Management and Outsourcing
COPC® Registered Coordinator Training for Vendor Management Organizations, Call Center Outsourcing, and BPO
Overview
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
Key Topics & Benefits
Topics:
- Global best practices and benchmarks from more than 1,000 operational assessments and sourcing engagements
- Common pitfalls encountered in vendor selection and vendor management and how to avoid them
- Solutions to achieve increased quality and lower cost from your third party Customer Service Providers
Benefits:
- Drive high performance – improve Revenue, Service, Quality and Cost
- Implement a vendor management organization using the only global vendor sourcing and management training course exclusively for service operations
- Reduce time, cost, and risk for acquiring, managing, and transitioning your outsourced services
- Learn consistent, repeatable and scalable methods using more than 400 best practices, metrics and benchmarks
- Leverage the global expertise and experience of COPC Inc. facilitators, industry thought leaders and your peers
- Achieve prestigious COPC® VMO Registered Coordinator status with access to a dynamic knowledge base and peer networking forum
Target Audience
Functional Level:
- Account Management
- Vendor Management
- Program Management
- Workforce Management
- Customer Experience
- Knowledge Management
- Strategic Planning
- Operations & Processes
- Procurement & Contracts
- Finance & Budgeting
- Reporting
- Training
- Quality Assurance
- Customer Service / Support
Service Types:
- Customer Care
- Collections
- Fulfillment
- Credit Card Processing
- Tech Support
- E-Commerce
- Returns Processing
- Help Desk
- Sales / Marketing
- Back Office Support
Class Logistics
Class Format (varies by Country):
- 4.5 days - four days of training, daily group assignments, and a half-day final exam (open book and notes)
- Lecture, discussion, case studies, and group projects with daily reviews
- Class size limited to 24 participants
Tuition (varies by Country):
- Tuition does not include transportation or lodging.
- USD 3,150 per person for Clients (Applied for COPC Certification, or already Certified)
- USD 3,500 per person for all others
For groups of 10 or more, dedicated on-site classes are available at comparable or less tuition per person. For more information, email to info@copc.com.
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