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.
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 is available free of charge.
Sourcing approach to 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.
Get Trained on VMO best Practices
COPC® Best Practices for Vendor Management Organizations (VMOs) is a training program 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.
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.