COPC CX STandard

CX Standard for Vendor Management Organizations (VMOs)

Manage suppliers and improve performance using the COPC CX Standard for VMOs. The COPC Customer Experience (CX) Standard for Vendor Management Organizations (VMOs) addresses the specific needs of VMOs working with third-party suppliers providing call center and customer experience services.

The COPC CX Standard for VMOs

A company’s call center is the heartbeat of an organization, and is the best listening post to understand first-hand what customers are experiencing with your brand. When a customer reaches your center, you have a unique opportunity to either turn a bad experience into a good one, or deliver such a great experience that they become advocates of your brand. We are in call centers every week, and understand the complexities and importance of managing your operation. We can help you navigate challenges, prioritize actions with the greatest impact, and help with implementation. By applying call center best practices, we ensure your team has the skills and knowledge to sustain high levels of performance.

COPC CX Standard For Vendor Management Organizations

The COPC CX Standard for VMOs

The COPC CX Standard for VMOs is appropriate for any type of customer experience operation that is provided through a third-party vendor, including assisted and unassisted channels. The Standard can be downloaded free of charge.

Sourcing Approach

Select and on-board third-party providers of call center and CX services.

Multichannel CX Program Management

Proven method with tools to evaluate, manage and improve an outsourced, multichannel CX program.

Uniformity Across Channels

Structure to coordinate processes and bring uniformity across channels and providers.

Metrics & Targets

Metrics and high-performing targets to ensure providers are meeting or exceeding expectations.

Download the CX Standard For VMOs

COPC Training For Vendor Management Organization Best Practices

Get Trained on VMO Best Practices

COPC® Best Practices for Vendor Management Organizations (VMOs) training is for those who procure and/or manage outsourced suppliers for call center or other CX operations. This class is based on the COPC CX Standard for VMOs. Classes are scheduled worldwide throughout the year.

Partnering with Service Providers

Approaches for partnering with both outsourced and internal service providers to deliver high levels of client and customer satisfaction.

Tackling Common Challenges

How to tackle common challenges in outsourcing assisted support, such as significant seasonal ramps in staffing and unplanned spikes in customer contact volume.

Improve Vendor Selection

Techniques to improve vendor selection and management capabilities of your buying team.

Benchmark Results and Processes

Benchmark results and processes that high-performing VMOs use when selecting and managing third-parties who support their call center and CX operations.

Learn About VMO Training

Certify Your Organization to the CX Standard

Join other leading brands when you earn COPC certification based on the 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.

Learn About Certification

Available for download

CX Standard for VMOs - English

CX Standard for VMOs - Spanish

CX Standard for VMOs - Portuguese

CX Standard for VMOs - Chinese

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