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.

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Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers. The Standard CSP helps define customer service centre performance.

This website makes use of cookies to enhance browsing experience and centerr additional functionality. It helps organizations rate the performance of third party customer contact centres.

COPC, a performance management strategy.

Henry Mintzberg Organizational Configurations December 18, You have entered an incorrect email address! They wanted to make the staandards of customer contact measurable. The approach always ensures process improvements within customer service centres.

Inthe COPC family of standards was developed by buyers, providers and senior managers responsible for operational management. Standards Committee members are responsible for stajdards improvements to the COPC family of standards and promoting implementation of the standards. Winter Park, FloridaUS.

COPC standards3. The success lies in the fact that it immediately proves itself. There are four core standards that are maintained and updated by the committee; these include:. Retrieved from ” https: According to COPC there is a direct relationship between handling customer contacts cenrer service, quality, customer satisfaction and costs. Did you find this article interesting?


The findings of approximately leading customer contact centres worldwide have served as a model for this standard.

There is a noticeable improvement in the quality of contact centres. It is an abbreviation of Customer Operations Performance Centre.

COPC standards, a contact center management strategy | ToolsHero

The approach offers defined processes and measurement capabilities to view the results of the qualified suppliers. This commercial exploitation mainly consists of auditing contact centres for certification. Views Standarxs Edit View history. This is why a group of customer contact centre consultants decided to develop a model with which cost and quality can be controlled and managed.

The stated importance of Performance Improvement Criteria is threefold:. They will have to take immediate action according to the system when thresholds are not met or when three consecutive measuring points are below standard. This page was last edited on 14 Octoberat Your rating is more than welcome or share this article cpc Social media! Please enter your comment! The committee meets twice annually. In addition, the approach makes it possible to have immediate access to the performance of customer contacts.

After reading you will understand the background and the practical basics of this contactcenter management strategy. Companies can only work with this standard if they are certified. Save my name, email, and website in this browser for the next time I comment.

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Add a link to this page on your website: BeanMicrosoftMotorola and Novell. With a positive output, because contact centres that use this standard are considered to be very customer-friendly.

From Wikipedia, the free encyclopedia. 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. The approach is an instrument to centdr performance and quality of customer contacts. It is performance-centric and data-driven, using processes and people as enablers and leadership and planning as drivers. This may be a company that has outsourced customer contacts to a third party.

What do you think? Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced. Activity Log December 29, How standafds cite this article: Mintzberg Managerial Roles December 29, With benchmarking can be conducted; the outcomes stadards service provision of several contact centres can easily be compared with one another.

COPC standards

Companies can only retain the official csll if they recertify every two years. Always up-to-date with our latest practical posts and updates? According to the World Bank, “COPC standards and certifications are the fastest-growing industry-specific standards that provide compliance parameters in areas such as client satisfaction, computer infrastructure, and accuracy of responses”.