Vendor Management

Strategic Sourcing For CX Operations

Achieve the best performance from your vendors at the best price through our strategic sourcing program for customer experience (CX) operations.

Saving Money & Improving The Customer Experience

Groupon had more than 17 contact center suppliers across 20 sites, creating a management and cost issue, along with a lack of consistency in performance, metrics, processes, and technology. Through its work with COPC Inc., the company consolidated its outsourced customer service supplier base and implemented a more structured approach for supplier management. Read the case study to learn how Groupon saved millions in costs, reduced risks, and provided a more consistent customer experience.

Download The Case Study
COPC Best Practices For Customer Experience (CX) Operations

Lower your implicit costs Associated with Your Outsourced Customer Experience Service providers

Based on our extensive history in working with call centers and other customer contact centers, we know how operations should be managed. Using that expertise, we will guide you in evaluating, selecting and managing your CX providers. We will review your current pricing and performance levels relative to our global benchmarks to both improve performance and reduce the costs of your outsourced operations. Services include:

Contract Review

Conduct a contract review and performance analysis

Enterprise Sourcing

Develop an enterprise sourcing strategy for your CX operations

RFP Design

Design and manage the RFP process

Governance Model

Establish a governance model to be sued with all of your vendors


Provide VMO-specific training to your team

Vendor Assessments

Drive vendor assessments, contract negotiation, and vendor selection