COPC Inc. Standards
Setting the Standard for Customer Contact Services
The COPC® Family of Standards is the most prestigious and rigorous measurement
system in the call center industry. Our standards provide a high performance
set of global best practices and benchmarks that simultaneously increase service
quality and customer satisfaction while lowering costs. For over a decade,
the COPC® Family of Standards has been used to boost efficiency and improve
performance in Call Centers, E-Commerce Centers and Transaction Processing
Operations worldwide.
Our certification programs include professional consulting, training,
installation and benchmarking services designed to maximize organizational
efficiency and productivity. All COPC Inc. certification courses are
administered by seasoned call center experts, and are especially beneficial
for Customer Service Providers and Vendor Management Organizations.
Review the list of distinguished companies who have benefited from COPC Inc. Certification.
The COPC-2000® CSP Standard is a Performance Management Framework designed to
deliver results in Customer Service Provider (CSP) contact center environments
including Call Centers,
E–Commerce Centers and Transaction Processing Operations.
It is relied on as the global standard for implementing contact center best
practices that improve performance metrics in customer satisfaction and service,
inbound and outbound sales, dispatch, collections, retention, remittance processing,
fulfillment and other related service operations.
The COPC® Certification Process includes professional consulting, training,
installation, and benchmarking services designed to infuse your operations
with a rigorous measurement system by which to analyze and improve all
customer-touch activities.
COPC® Certification to the COPC-2000® CSP Standard ensures the COPC®
Performance Management System is properly implemented and producing results.
The COPC-2000 VMO Standard for Vendor Management Organizations sets forth
minimum requirements for buyers of third party customer contact center services.
These requirements fall across four categories - leadership and planning,
key business processes, key people processes and goals.
When met, these guidelines ensure the cost-effective, results-oriented
management of outsourced Customer Service Providers (CSPs).
Developed by leading buyers of CSP services, the COPC-2000 VMO Standard is closely
aligned with the COPC-2000® CSP Standard and provides vendor management organizations
with the key strategies and performance metrics needed to manage their relationships
for optimal performance and customer satisfaction.
.
All information contained in this document is the property of Customer
Operations Performance Center Inc. (COPC Inc.). COPC Inc. maintains the right to
modify or change the Certification Process at any time and without notice,
and COPC Inc. maintains the sole right to determine Certification Status of any entity.
If you need additional information, send an e-mail to info@copc.com or call 512-225-0544.