Manage and Improve Your Client Operations
Using the COPC CX Standard for OSPs
The COPC Customer Experience (CX) Standard for Outsourced Service Providers (OSPs) is specifically for companies that provide outsourced call center and customer experience services for their clients. The Standard was initially developed in 1996 for call center operations and has been used by thousands of companies throughout the world. Since then, the Standard has continued to evolve to address the changing needs of our dynamic industry, including emerging channels such as mobile, social media and web applications.
How your OSP benefits by using the COPC CX Standard:
- Continually improve the customer experience across the entire journey
- Ensure processes, metrics and targets are consistently implemented
- Effectively collect, understand and incorporate customer feedback
- Leverage best practices that are consistently updated in the Standard
The COPC CX Standard for OSPs is appropriate for any type of outsourced customer experience operation including customer service, technical support, fulfillment, credit card processing, field services, e-commerce, and transaction processing operations. The Standard is available free of charge.
Get Trained on Best Practices Found in the COPC CX Standard
Based on the principles of the COPC CX Standard, our leading training worldwide is COPC® Best Practice for CX Operations. This course is an in-depth program for improving operational performance. Training is beneficial for service providers offering a single channel such as an outsourced call center, or for OSPs offering multiple channels. This four-day class is available publicly throughout the world or can be taught on-site at your facility.
Certify Your Organization to the CX Standard
Join other leading brands when you earn the prestigious COPC certification. Certification provides industry-recognized validation that your organization has consistently met high performance levels in managing customer satisfaction, revenue, service, quality, and costs. Find out more about the benefits of certification and how to certify your organization to the COPC CX Standard for OSPs.
COPC CX Standard for OSPs
- CX Standard for OSPs – English
- CX Standard for OSPs – French New!
- CX Standard for OSPs – Chinese
- CX Standard for OSPs – Portuguese
- CX Standard for OSPs – Spanish
Release 6.0 Guides
Other COPC CX Standards
CX Standard for CSPs– Release 6.0
- CX Standard for CSPs – English
- CX Standard for CSPs – Chinese
- CX Standard for CSPs – French
- CX Standard for CSPs – Portuguese
- CX Standard for CSPs – Spanish