COPC® Vendor Management Organization (VMO) Certification
The COPC-2000 VMO Standard provides Vendor Management Organizations a framework for effectively managing your third party Customer Service Providers for high performance operations.
By ensuring key approaches, processes and metrics are consistent across global organizations, the COPC-2000 VMO Standard drives higher, more consistent VMO performance, greater scalability and flexibility, higher performing Customer Service Providers (CSPs) and better service to end-users. Ultimately, these standardized processes, procedures and metrics result in lower acquisition costs, fewer CSP replacements, and overall increased 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.
A rigorous and balanced system, the COPC-2000 VMO Standard concurrently measures all customer-touch activities, providing a framework to identify and measure specific attributes required for sustained operational performance improvement.
The VMO Certification Process enables outsourcers to assess the performance of your VMOs and third party CSPs globally, based on a single Standard of performance.
The critical outcome will result in:
- Better relationships with your CSPs
- Objective system of measurement for all activities that impact
end-users, clients, and CSPs - Aligned VMO and CSP performance targets
- Knowledgeable vendor management staff who understand
CSP operations and requirements
