COPC Inc. provides call center consulting to improve your operational performance and provide a superior customer experience. We are experts in creating and implementing straightforward and practical solutions to improve your operational performance
We believe that effective operations is the key to delivering an exceptional customer experience. We focus on call center operations to find issues that adversely affect how customers interact and perceive your brand.
Our call center consulting services are founded on a structured approach based on the COPC Customer Experience Standard. These proven best practices drive results, effectively reducing costs, improving revenue, and increasing customer satisfaction. The COPC CX Standard is available for free. Download your copy today.
Our consulting clients are major brands in travel, financial services, telecom and technology. Our goal is to help your call center operation achieve sustained improvement in service and quality. By working with COPC Inc., you will achieve a significant return on investment.
Benefits of Working with COPC Inc.
Our Call Center Consulting Services:
Develop call center strategy, helping with organizational design and overall vision
Conduct benchmark reviews to assess your operation or key processes compared to best practices
Implement focused improvement projects to drive results in a particular metric such as customer satisfaction, service level, cycle time, attrition, or average handle time (AHT)
Redesign specific functional processes affecting call center operations, such as quality, workforce management or recruiting/hiring/training approaches
How We Work Together
If you know your operational issues in your call center but don’t know how to fix them, we can help. We come to you confident about what works to quickly and effective bring change. We roll up our sleeves and work alongside you to make transformational changes in your call center that will deliver the greatest return on investment.
If you know something is wrong but don’t know where to start, we can conduct a COPC® Benchmark Review, a quick but comprehensive assessment to uncover the root causes of your performance challenges. Specific to your needs, our review could cover your entire call center operation. Or it could focus on just operational processes such as quality, workforce management, recruiting/hiring/training or vendor management.
Either way, together we will develop and implement an improvement plan, train your staff, and validate your results.
WE SEE IN CALL CENTERS
- Under pressure to reduce costs but still deliver a superior customer experience
- Performance needs to improve in customer satisfaction, AHT, costs, or sales
- Unsure how to implement call center best practices or benchmark to high performance
- Difficulty integrating new channels with call center activities to create a seamless experience
- Increased complexity of issues handled in the call center, changing the role of the agent