COPC certification for call centers, CX operations and VMOs provide external validation that your operations are performing at the highest levels. Learn more about COPC to understand the standard, benefits and the importance of benchmarking. Read more about this contact center management strategy. Customers will be satisfied when their calls are dealt with correctly and as a. Customer Operations Performance Center Inc. (COPC) was founded in to focus on improving call center operations, monitoring practices in call centers.

Author: Gam Mozahn
Country: Bulgaria
Language: English (Spanish)
Genre: Education
Published (Last): 22 July 2006
Pages: 159
PDF File Size: 20.48 Mb
ePub File Size: 10.42 Mb
ISBN: 579-3-22237-597-8
Downloads: 68557
Price: Free* [*Free Regsitration Required]
Uploader: Akilabar

What are your success factors for the good contact center management? Each of these standards can quickly take an organization to high performance and process maturity. Save my name, email, and website in this browser for the next time I comment.

COPC standards, a contact center management strategy | ToolsHero

Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced. This company has no Facebook URL registered with us. This website makes use of cookies to enhance browsing experience and provide additional functionality.


Become a Basic Member for free. Customer Experience Management and Improvement. Retrieved from ” https: Did you find this article interesting? Contact Center Video News December 3, 5: Overview Request Admin Access to this Page. Companies can only retain the official accreditation if they recertify every two years.

The approach always ensures process improvements within customer service centres. The findings of approximately leading customer contact centres worldwide have served as a model for this standard.


Winter Park, FloridaUS. This company has no Instagram account registered with us.

July 25, 5: It helps organizations rate the performance of third party customer contact centres. Activity Log December 29, Companies can only work with this standard if they are certified. There are four core standards that are maintained and updated by the committee; these include:.

COPC standards

They wanted to make the quality of customer contact measurable. Please enter your comment!

By using this site, you agree to the Terms of Use and Privacy Policy. Articles Read More Post an Article. Best Practice Conferences Other Events. Views Read Edit View history.


COPC Inc. – Wikipedia

The family of standards was developed because several American companies such as Dell, Motorola and American Express were dissatisfied with their outsourcing of customer coppc.

General Videos November 9, 5: According to COPC there is a direct relationship between handling customer contacts and service, quality, customer satisfaction and costs. Retrieved [insert date] from ToolsHero: Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers.

Can you afford to outsource off-shore?

January 16, 5: Always up-to-date with coppc latest practical posts and updates? This commercial exploitation mainly consists of auditing contact centres for certification. Standards Committee members are responsible for proposing improvements to the COPC family of standards and promoting implementation of the standards.

This page was last edited on 14 Octoberat How to cite this article: