October 22, 2021
“You absolutely have to go with COPC Inc. The experiences are tried and true. The results are there… You have to do it.”
– Kyla Starks, Senior Vice President of North American Operations at Transcom
Organizations like Transcom rely on COPC Inc. certification to improve CX, measure and analyze performance, utilize customer feedback and leverage the customer experience best practices outlined in the COPC Customer Experience (CX) Standard. Transcom achieved its initial COPC Inc. certification status for its work-at-home operation in 2019. Read more about their COPC Inc. certification experience here.
Companies that certify their operations to the COPC CX Standard are rewarded with higher customer satisfaction, lower-cost operations and improved revenue. Our certification services are based on the COPC CX Standard, a performance management system for contact centers and CX operations. The original Standard was created in 1996 by a group of global industry leaders. The COPC CX Standard is available in three versions:
- Contact Centers, Release 7.0
- Customer Operations, Release 7.0
- Vendor Management Organizations, Release 6.1
COPC Inc. recently spoke with Kyla Starks, Senior Vice President of North American Operations at Transcom. She is responsible for Transcom’s operations in North America.
Kyla began her journey at Transcom in 2019 as the Vice President of Account Management in North America before being promoted to her current role in April of 2021. She is a passionate advocate for COPC Inc. and COPC Inc. certification. We talked with her to learn more about Transcom’s training and certification experiences with COPC Inc.
This interview was conducted in August 2021 by COPC Inc. View the video here.
Q: Could you provide us with a brief introduction and overview of your role?
My name is Kyla Starks. I work for Transcom Worldwide, and I am the Senior Vice President of North American operations or the country manager for North America.
Q: What challenge was your company looking to overcome using COPC Inc.?
What drew us as an organization to COPC was actually the engagement from one of our clients. One of our clients signed onto the COPC framework, and being a partner of theirs, wanting to make sure that we were modeling the same types of behaviors, we started to research and become interested in it. And it’s what led us to decide to certify our staff and ultimately our work-at-home organization.
Q: What were the COPC Inc. training courses like?
The instructors are magnificent. The engagement that we get from the instructors is just really first class. What’s great about it, though, is that the people leading the classes are the same people in the field doing the consultations and working on the certification. So they know what’s really happening, and we use real-world examples. And you know, as I mentioned earlier, you walk away from the certification training with action plans that you can immediately put into place when you come back in.
Q: Would you recommend COPC Inc. to your peers?
It’s a no-brainer. You absolutely have to go with COPC Inc. The experiences are tried and true. The results are there. It’s just, you have to do it.
COPC Inc. has been helping organizations like Transcom improve CX, measure and analyze performance, utilize customer feedback and leverage customer experience best practices since 1996. We have 55 consultants with an average of 21 years of experience located in 22 countries. Over the past 25 years, we have completed over 1,600 assessments in 70 countries. Are you interested in showing your dedication to delivering a superior customer experience? Learn more about the COPC Inc. certification process here.
Transcom is a global customer experience specialist providing CX advisory, customer care, sales, technical support and collections services through their extensive network of contact centers and work-at-home agents. Equipped with intelligent technology, they have a global network of local specialists, ambitious about making things work. Transcom continuously evolves to be one step ahead, anticipating the newest technology and trends to create a new way to customer experience. From reactive trouble-shooting to active solution-finding.
They have 28,000 customer experience specialists at over 60 contact centers across 25 countries, delivering services in 33 languages to international brands in various industry verticals. Learn more about Transcom here.
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