Working with global brands, COPC call center best practices through its call center consulting, training and certification services. This training is ideal for organizations servicing customers through a single channel such as a call center, or for those working across multiple channels. For call centers and customer experience operations, download the COPC CX Standard for CSPs to learn best practices to Other COPC CX Standards.

Author: Taujora Fetaur
Country: Panama
Language: English (Spanish)
Genre: Video
Published (Last): 25 August 2004
Pages: 358
PDF File Size: 7.87 Mb
ePub File Size: 13.75 Mb
ISBN: 123-3-95507-683-1
Downloads: 57815
Price: Free* [*Free Regsitration Required]
Uploader: Faeshura

This website makes use of cookies to enhance browsing experience and provide additional functionality.

COPC standards, a contact center management strategy | ToolsHero

There is copf noticeable improvement in the quality of contact centres. Please enter your comment! From Wikipedia, the free encyclopedia. It is an abbreviation of Customer Operations Performance Centre. Each of these standards can quickly take an organization to high performance and process maturity. It is performance-centric and data-driven, using processes and people as enablers and leadership and planning as drivers.

The family of standards was developed because several American companies such as Dell, Motorola and American Express were dissatisfied with their outsourcing of customer contacts. You have entered an incorrect email address!

According to the World Bank, “COPC standards and certifications are the fastest-growing industry-specific standards that provide compliance parameters in areas such coppc client satisfaction, computer infrastructure, and accuracy of responses”.


The committee meets twice annually. There are four core standards that are maintained and updated by the committee; these include:. What do you think? Did you find this article interesting?

Activity Log December 29, The findings of approximately leading customer contact centres worldwide have served as a model for this standard.

The Standard CSP helps define customer service centre performance. This article describes COPC in a practical way. The approach is an instrument to measure performance and quality tsandards customer contacts. Inthe COPC family of standards was developed by buyers, providers and senior managers responsible for operational management.

It helps organizations rate the performance of third party customer contact centres. Companies can only work with this standard if they are certified. Mintzberg Managerial Roles December 29, Henry Mintzberg Organizational Configurations December 18, Always up-to-date with our latest practical posts and updates? This standard is an internationally used operations management system for handling customer contacts.

Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers.

COPC Inc. – Wikipedia

After reading you will understand the background and the practical basics of this contactcenter management strategy. The stated importance of Performance Improvement Criteria is threefold:.

COPC standards3. How to cite this article: Winter Park, FloridaUS. With benchmarking can be conducted; the outcomes and service provision of several contact centres can easily be compared with one another. The improvements and modifications are recorded accurately in a plan in which both the party with the final responsibility and the final result are described.


Retrieved from ” https: COPC, a performance management strategy. As a consequence, customers are approached and helped in a consistent manner. BeanMicrosoftMotorola and Novell. Standards Committee evolved from the initial group of business professionals that formed the first edition of the COPC CSP Standard, and precedes the founding of the company. By using this site, you agree to the Terms of Use and Privacy Policy.

The approach offers defined processes and measurement capabilities to view standard results of the qualified suppliers.

Do you recognize the practical explanation or do you have more suggestions? Companies can only retain the official accreditation if they recertify every two years.

Add a link to this page on your website: The success lies in the fact that it immediately proves itself. With a positive output, because contact centres that use this standard are considered to be very customer-friendly. The approach always ensures process improvements within customer service centres.

COPC standards

Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced. What are your success factors for the good contact center management? Views Read Edit View history.