Improve the performance of your VMO program management and your third-party providers of customer experience (CX) services.
To effectively manage your network of outsourced service providers (OSPs) that provide your CX services, you must have a robust vendor management (VMO) program. You are entrusting others to deliver a superior and consistent customer experience to your customers. It is critical to choose the right partners and ensure that each vendor is operating at a high level of performance.
COPC Inc. has counseled VMOs since 2002, helping companies optimize the performance of their CX vendors and dramatically reduce their total cost of ownership.
We believe that effective operations is the key to delivering an exceptional customer experience. We quickly find issues that adversely affect how customers interact and perceive your brand. We then create and implement straightforward and practical solutions for your VMO program.
VMO Improves Performance by Aligning Internal and Outsourced Contact Centers and Achieves a $53 million ROI
A leading telecommunications provider in the U.S. manages internal and outsourced customer contact operations. The centers handle customer service, technical support and sales, employing 30,000+ call center agents and 2,000 managers. The company achieved a $53 million return on investment by improving issue resolution by 14 points in both internal and outsourced centers; reduced customer dissatisfaction (DSAT) by 50 percent at outsourced facilities within one year.
Our vendor improvement consulting services help you:
- Assess your VMO program and/or outsourced sites and analyze performance
- Develop a detailed improvement plan to address any performance or process gaps within your VMO program or OSPs
- Work side-by-side with your vendor management team to implement improvement plans
Review. Improve. Results.
Our one goal is to build a strong VMO program and improve the performance of your third-party providers. Our team of experience consultants will quickly assess your VMO and develop an action plan to close the gaps. We then will work side-by-side with you to implement solutions that will continue to provide continuous improvement for years to come.
COPC Inc. is the industry leader in performance improvement for CX operations. Based on our extensive knowledge and history of working with call centers and other customer contact operations, we have developed a one-of-a-kind vendor management program specifically for buyers of CX services. In addition to vendor improvement consulting, we advise on contract review, vendor review, and strategic sourcing.
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.
Ready to Get Started?
Contact us to discuss your vendor improvement needs or read our case study.
Microsoft has achieved certification to both the CSP and VMO Standards. Combined with our Outsourcing Management System, we have driven global consistency in managing metrics and implementing best practices, resulting in increased performance levels within Microsoft and with our suppliers.”
— Mike Simms,
Chief Outsourcing Officer,
What You Will Gain from Our Vendor Improvement Services:
- Better manage your CX vendors to meet your key performance indicators
- Know you are paying fair market value for the level of service you are receiving from vendors
- Ensure your vendors provide necessary, accurate, and relevant reporting regarding performance
- Implement consistency among your outsourced service providers, so all are providing a reliable and consistent customer experience