Learn How We Have Helped Our Clients

COPC Inc. is an industry leader in performance improvement for customer operations throughout the world. The most meaningful validation of our work comes directly from the results that our clients have achieved.

In the case studies listed below, you will find success stories from our various services. Learn how we have helped our clients and the ways our clients have benefited from working with COPC Inc.

Case Study

  • Financial Firm Aligns Quality to Predict Performance

    After implementing the COPC Inc. quality approach, quality results were finally aligned with customer satisfaction results at this financial services firm.

  • Electricity Provider Captures Sales Insight

    By utilizing the quality process, this provider identified areas for cost reduction.

  • Auto Manufacturer Improves Issue Resolution

    This luxury auto manufacturer improved issue resolution by redesigning the quality approach.

  • Nuon Improves Performance through Certification

    Nuon improved performance through certification to the COPC CSP standard which led to improved customer satisfaction.

  • Telecom Provider Increases Customer Satisfaction

    Improving customer satisfaction and issue resolution as well as a reduced call volume to reduce call center agents.

  • U.S. Electronics Retailer Improves CSAT, Cost and Sales

    Improving customer satisfaction to achieve cost savings and increase revenue and a 3x ROI in cost savings and revenue.

  • Vendor Alignment Increases Customer Satisfaction

    Improving performance by aligning internal and outsourced contact centers and achieving a $53 million ROI.

  • Service Experts Improve Performance by Contract Restructuring

    Reducing costs and improving performance through vendor contact restructuring, achieving $2.1 million in savings each year.

  • Citigroup Improves Performance with Certification and Six Sigma

    Citigroup combines certification and Six Sigma for performance improvement in multiple regions.

  • Hyatt Improves Conversion Rate and Customer Satisfaction

    Hyatt uses findings and recommendations from COPC Benchmark Review (BMR) to drive significant improvements.

  • Sunshine Insurance Improves Operations through Certification

    Certification brings operational improvements and achieved 4x ROI in cost savings in the first year of implementation.

  • UWV Improves Operational Performance Through Certification

    Performance improvement through certification to the COPC CSP Standard and cost savings of an estimated €3 million.

  • Groupon Achieves Millions in Savings

    Groupon saved millions in costs, reduced risk, and provided a consistent customer experience through work with COPC Inc.

  • Major Retailer Improves CX Operations with Customer Journey Mapping

    COPC identifies 27 specific customer improvement opportunities for a $3B industry-leading retailer.

  • North American Telecom Collections Improves Bad Debt, Churn, and Right Party Connects

    How a client stopped quarterly losses of $6-12M in bad debt in 12 months and increased right party connects by 3X.