May 30, 2019
WINTER PARK, Fla. and DENVER. Colo. — (May 29, 2019) — COPC Inc., a global consulting firm that helps companies improve operations to transform the customer experience, is pleased to announce that Transcom North America, a global customer experience specialist, has earned certification to the COPC Customer Experience (CX) Standard for Outsource Service Providers. Transcom North America operates a large U.S. and Canadian footprint of work-from-home advisors supporting a variety of client programs. This instance of COPC Inc. certification applies to a work-from-home program providing technical support services for a major Transcom client with operations throughout the U.S.
“Transcom demonstrated a tremendous amount of passion, knowledge and cohesiveness throughout the certification process,” said Cyndy Edwards, director, COPC Inc., and the lead auditor on the Transcom certification project. “By completing the COPC Inc. certification process, Transcom was able to streamline their recruiting practices, improve output, and strengthen management practices throughout their client’s program. We’re pleased to see that Transcom and their clients are already reaping the benefits of COPC certification.”
The COPC CX Standard is a robust, scalable and rigorous performance management system for contact center operations and is employed by many of the world’s top brands. The COPC Inc. certification process is divided into three steps: 1) a COPC Inc. baseline assessment audit of the call center operation to the COPC CX Standard; 2) COPC Inc. structured support and training to close any gaps and improve performance; and 3) a certification audit by the COPC Inc. team to validate performance and continuous improvement.
Certification to the COPC CX Standard demonstrates an organization’s commitment to excellence and validates their achievement of high performance for quality, efficiency, service, and customer satisfaction. The COPC CX Standard is managed by the COPC Standards Committee, comprised of industry leaders and innovators.
“I’m delighted that Transcom AMR has achieved COPC certification given this is a universally recognized mark of quality, and I trust this adds to further evidence that Transcom is continuing to invest and grow our AMR work-at-home business,” states Mark Lyndsell, Transcom CEO, Global English Region.
To learn more about certification and the COPC CX Standard, visit the COPC Inc. website at https://www.copc.com/what-we-do/certification/certification-services/.
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 27,000 customer experience specialists at 50 contact centers across 20 countries, delivering services in 33 languages to international brands in various industry verticals.
About COPC Inc.
COPC Inc. provides consulting, training, certification and the RevealCX™ software solution for operations that support the customer experience. The company created the COPC Standards, a collection of performance management systems for call center operations, customer experience management, vendor management, and procurement. Founded in 1996, COPC Inc. began by helping call centers improve their performance. Today, the company is an innovative global leader that empowers organizations to optimize operations for the delivery of a superior service journey. COPC Inc. is headquartered in Winter Park, FL, U.S., with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. www.copc.com
Jim Von Seggern