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COPC Inc. Publishes The COPC Customer Experience Standard For Outsource Service Providers

COPC Inc. Publishes The COPC Customer Experience Standard For Outsource Service Providers thumbnail Image

Written By:

Karen Colvin

June 28, 2016

Winter Park, FL. —(June 28, 2016)—COPC Inc., a global consulting firm that helps companies improve operations to transform the customer experience, announces the availability of the Outsource Service Provider (OSP) version of the COPC Customer Experience (CX) Standard, Release 6.0. This COPC Standard is specifically designed for third-party providers of CX services and is currently available in English and Spanish.

The COPC CX Standard is a performance management system providing best practices and key metrics for CX operations. The COPC CX Standard is based on the former COPC Customer Service Provider (CSP) Standard, which was completely revised and updated in February 2016 to broaden its contact center best practices to apply to the entire customer journey. The new OSP version is similar to the CSP version with additional requirements for building client relationships, managing outsourced operations, and measuring client satisfaction and dissatisfaction.

“We published the COPC CX Standard for CSPs earlier this year to address a growing need among our clients for a comprehensive framework to manage their entire CX programs. Our newest version of the CX Standard is for third-party providers. It addresses their specific issues as outsourcers in this rapidly changing market place,” said Kathleen Jezierski, president and chief operating officer, COPC Inc.

Key features of the COPC CX Standard, Release 6.0:

  • Expands proven contact center guidelines to address all key customer touchpoints including both live-agent channels and non-assisted channels (such as a website or mobile applications)
  • Provides measurements and processes for managing multichannel customer experience operations
  • Offers flexibility so the CX Standard can be tailored to any type of customer service environment from retail to web
  • Maintains focus on the four key areas of leadership and planning, processes, people, and performance to drive operational excellence

COPC Inc. offers certification for CX operations, including full certification to the COPC CX Standard or process certification, which focuses on a specific work area. These include quality, customer satisfaction, workforce management, or recruiting, hiring and training. See a complete listing of OSPs certified by COPC Inc.

“Many third-party service providers have been certified by COPC because they know that our detailed operational assessment validates that their organizations meet high performance benchmarks. Their clients recognize the strength of COPC certification and will often seek OSPs that have achieved this level of recognition,” said Richard North, CEO, EMEA Region.

COPC Inc. also offers training based on the COPC CX Standard. The class, COPC® Best Practices in CX Operations, is a week-long, in-person training led by COPC Inc. consultants. This training is an in-depth program to help CX professionals measure, manage and improve any CX operation to increase both customer satisfaction and bottom line growth. The class is designed for those responsible for in-house CX operations as well as third-party suppliers of CX services.

The COPC CX Standard began 20 years ago, when call center industry leaders recognized a need for structured processes and measurements that customer service providers could use to deliver consistent levels of high performance in their contact centers. This group of leaders, called the COPC® Standards Committee, meets twice a year to review and revise the COPC CX Standard, ensuring the guidelines continue to meet changing consumer behaviors and expectations.

For more information about the COPC CX Standard for OSPs or to learn more about training or certification to the CX Standard, contact the COPC Inc. sales team.

 

About COPC Inc.

COPC Inc. is an innovative global leader that empowers organizations to manage complex customer journeys. The company created the COPC Customer Experience (CX) Standard and provides consulting, training and certification for operations that support the customer experience. Founded in 1996, COPC Inc. began by helping call centers increase their performance. Today, the company works with leading brands worldwide to optimize key customer touchpoints and deliver a seamless experience across channels. COPC Inc. is privately held with headquarters in Winter Park, Florida, U.S. and has operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. To learn more, visit www.copc.com.