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.
Featured Case Study
Malaysia Utility Tenaga Nasional Berhad Improves CSAT and Reduces Service Costs
Following a path toward certification to the COPC CX Standard, Tenaga Nasional Berhad, a major utility company in Malaysia, was able to improve utilization, achieve more consistency, meet CSAT targets and reduce customer critical errors.
Case Study
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Malaysia Utility Tenaga Nasional Berhad Improves CSAT and Reduces Service Costs
Following a path toward certification to the COPC CX Standard, Tenaga Nasional Berhad, a major utility company in Malaysia, was able to improve utilization, achieve more consistency, meet CSAT targets and reduce customer critical errors.
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Telecommunications Group Optimizes Workforce Management (WFM)
COPC Inc.’s WFM recommendations to the client included a head count reduction of 35%, projecting an annual savings of up $2.2 million.
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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.
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Electricity Provider Captures Sales Insight
By utilizing the quality process, this provider identified areas for cost reduction.
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Auto Manufacturer Improves Issue Resolution
This luxury auto manufacturer improved issue resolution by redesigning the quality approach.
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Nuon Improves Performance through Certification
Nuon improved performance through certification to the COPC CSP standard which led to improved customer satisfaction.
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Telecom Provider Increases Customer Satisfaction
Improving customer satisfaction and issue resolution as well as a reduced call volume to reduce call center agents.
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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.
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Vendor Alignment Increases Customer Satisfaction
Improving performance by aligning internal and outsourced contact centers and achieving a $53 million ROI.
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Service Experts Improve Performance by Contract Restructuring
Reducing costs and improving performance through vendor contact restructuring, achieving $2.1 million in savings each year.
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Citigroup Improves Performance with Certification and Six Sigma
Citigroup combines certification and Six Sigma for performance improvement in multiple regions.
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Hyatt Improves Conversion Rate and Customer Satisfaction
Hyatt uses findings and recommendations from COPC Benchmark Review (BMR) to drive significant improvements.
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Sunshine Insurance Improves Operations through Certification
Certification brings operational improvements and achieved 4x ROI in cost savings in the first year of implementation.
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UWV Improves Operational Performance Through Certification
Performance improvement through certification to the COPC CSP Standard and cost savings of an estimated €3 million.
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Groupon Achieves Millions in Savings
Groupon saved millions in costs, reduced risk, and provided a consistent customer experience through work with COPC Inc.
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Major Retailer Improves CX Operations with Customer Journey Mapping
COPC identifies 27 specific customer improvement opportunities for a $3B industry-leading retailer.
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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.
