COPC® Best Practices in Managing Outsourced Service Operations
Leaders get proven techniques for managing all aspects of contact center supplier relationships, from contracting and partner selection to day-to-day management.
How you select and manage your outsourced service providers directly impacts performance and the customer experience. COPC® Best Practices in Managing Outsourced Service Operations empowers leaders with tested techniques to source, measure and manage service providers while improving customer satisfaction and your bottom line.
Expert facilitators offer real-world best practices and examples for strengthening your partnerships and driving excellence in every customer interaction. This course provides the tools to master fundamental outsourcing concepts for procurement, selection and management of your outsourced service providers. The methodologies apply to both internal and outsourced sites, giving you the best of both worlds.
Anyone who procures, manages or supports outsourced service providers (e.g., contact centers, dispatch technicians or other customer-facing suppliers) will learn game-changing approaches to future-proof your organization’s success. And your organization will be rewarded with better BPO performance, ROI and consistency across all sites.
Attendees have the opportunity to become a COPC Certified Outsourced Operations Leader by passing a final exam.
- Improved KPI Performance and ROI
- Risk Mitigation
- Consistent Processes and Performance
- Effective Governance Model
- Headcount Reduction