COPC CX STandard

CX Standard for Customer Service Providers (CSPs)

Manage and improve your operations using the COPC CX Standard for CSPs. The COPC Customer Experience (CX) Standard for Customer Service Providers (CSPs) is the industry’s most well-known and respected Standard for call center and customer experience operations.

About the COPC CX Standard

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.

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How CSPs benefits by using the COPC CX Standard

The COPC CX Standard for CSPs is appropriate for any type of internal 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.

Continuous Improvement

Continually improve the customer experience across the entire journey.

Consistent Implementation

Ensure processes, metrics and targets are consistently implemented.

Effectively Utilize Customer Feedback

Effectively collect, understand and incorporate customer feedback.

Leverage Best Practices

Leverage best practices that are consistently updated in the Standard.
Download the CX Standard For CSPs
COPC Customer Service Provider (CSP) Training in best practices

Get Trained on CX best Practices

Based on the principles of the COPC CX Standard, our leading training worldwide is COPC® Best Practices for CX Operations. This course is an in-depth program for improving operational performance. Training is beneficial for organizations servicing customers through a single channel such as those handled in a call center, or for those working across multiple channels. This training is offered publicly throughout the world or can be taught on-site at your facility.
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Certify Your Organization to the COPC CX Standard

Join other leading brands when you earn certification based on the COPC CX Standard. Using these guidelines, your VMO will learn how to improve the customer experience through better insights into customer expectations and align systems and processes to meet these expectations. Certification provides industry-recognized validation that your organization has consistently met high-performance levels in managing customer satisfaction, revenue, service, quality, and costs. Learn more about the benefits of certification and how to certify your VMO to the COPC CX Standard.

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