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.
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.
We also developed the COPC CX Standard for VMOs, which has been published and updated since 2002. 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 COPC CX Standard for VMOs is available for free. Download your copy today.
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,