A Performance Management System
for Call Center and Customer Experience Operations
All of our work at COPC Inc. is based on the COPC Customer Experience (CX) Standard, which provides guidelines and best practices for managing and improving the performance of your customer experience operations. Major brands throughout the world rely on the COPC CX Standard for their customer experience management program. The COPC CX Standard comes in three versions: for customer service providers (CSPs), for outsource service providers (OSPs), and for vendor management organizations (VMOs).
Which COPC Standard is best for your organization?
For in-house call centers and customer experience operations
Key Features of the COPC CX Standard
Expands proven contact center guidelines to address all key customer touchpoints, including those delivered digitally
Provides measurements and processes for managing multichannel customer experience operations
Offers flexibility so the 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
Introduces specific guidelines and measurements for both “assisted” (live agent) and “unassisted” (digital) channels
Get Your Organization Certified by COPC Inc.
Full Certification. COPC Inc. provides your organization with a variety of certification options to address your business needs and improve performance. We offer full certification to the COPC CX Standard. Certification provides you with an independent and objective assessment of current performance compared to a robust, scalable and rigorous performance management system for call centers and other CX operations. By going through the certification process, you will be confident that your organization is well run and performing optimally by meeting the following requirements:
- The adoption and consistent implementation of best practices for managing customer experience, service, quality and efficiency
- Ensuring all of your targets are benchmarked against global, high performing organizations
- Consistent achievement of the majority of your contact center’s targets and objectives
- Corrective actions taken for weak processes and underperforming areas of your operation
Process Certification. We also offer process certification focused on a key issue or operation such as customer satisfaction, workforce management, quality, and sourcing, and recruiting/hiring/training.
The COPC CX Standards
The latest version of the COPC CX Standard is Release 6.1 for CSP and OSP versions. This Release strengthens technology requirements for managing unassisted channels and includes a new guide about chat services. Read our blog posting for more information.