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

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.

By implementing our strategic sourcing program, you will lower your implicit costs and dramatically reduce the total cost of ownership of your outsourced CX services providers.

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 this case study to learn how Groupon saved millions in costs, reduced risks, and provided a more consistent customer experience.

read the case study

Our Strategic Sourcing Services:

  • Conduct a contract review and performance analysis
  • Develop an enterprise sourcing strategy for your CX operations
  • Design and manage the RFP process
  • Establish a governance model to be used with all your vendors
  • Provide VMO-specific training to your team
  • Drive vendor assessments, contract negotiation, and vendor selection

COPC Inc. is the industry leader in performance improvement for CX operations. We have developed a one-of-a-kind vendor management program specifically for buyers of CX services.   We are experts in creating and implementing straightforward and practical solutions to improve your souring strategies.  Our hands-on approach with your team ensures that your sourcing improvements are sustained long after we are gone.

In addition to strategic sourcing consulting, we advise on contract review, vendor review, and vendor improvement.

We also developed the COPC VMO Standard, which has been published and updated since 2012. This collection of best practices defines the key processes a VMO should perform and metrics a VMO should measure and manage to ensure high performance from its third-party providers.  The VMO Standard is available for free. Download your copy today.

Ready to Get Started? 

Contact us today to discuss your strategic sourcing needs or read more in our case study.

MORE INFORMATION
RELATED SERVICES

Through our sourcing strategy work with COPC Inc., we have achieved millions in cost savings, simplified our supplier network, and created a vendor management structure focused on performance.”

— Anita Samojednik,
Head of International Customer Service & Global Outsourcing,
Groupon

BENEFITS OF STRATEGIC SOURCING
A Fortune 10 global manufacturer attained an annual cost savings of $50 million and increased customer satisfaction by more than 20%.
A well-known technology brand achieved nearly a 30x ROI in cost savings in one year.
A leading consumer electronics retailer realized $7 million in savings on $13 million in direct vendor costs in eight months, a 54% reduction.