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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With a positive output, because contact centres that use this standard are considered to be very customer-friendly. Do you recognize the practical explanation or do you have more suggestions? As a consequence, customers are approached and helped in a consistent manner. Each of these standarde can quickly take an organization to high performance and process maturity.

COPC standards

You have entered an incorrect email address! The committee meets twice annually. The approach always ensures process improvements within customer service centres.

According to COPC there is a direct relationship between standaeds customer contacts and service, quality, customer satisfaction and costs. The Standard CSP helps define customer service centre performance. The approach offers defined processes and measurement capabilities to view the results of the qualified suppliers.


Save my name, email, and website in this browser for the next time I comment. Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers.

COPC Inc. – Wikipedia

Views Read Edit View history. The approach is an instrument to measure performance and quality of customer contacts. Your rating is more than welcome or standardw this article via Social media!

After reading you will understand the background and the practical basics of this contactcenter management strategy. Did you find this article interesting? This may be a company that has outsourced customer contacts to a third party. There is a noticeable improvement in the quality of contact centres. 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.

The stated importance of Performance Improvement Criteria is threefold:. Henry Mintzberg Organizational Configurations December 18, They will have to take immediate action according to the system when thresholds are not met or when three consecutive measuring points are cejter standard. Standards Committee members are responsible for proposing improvements to the COPC family of standards and promoting implementation of the standards. Retrieved [insert date] from ToolsHero: BeanMicrosoftMotorola and Novell.

COPC standards, a contact center management strategy | ToolsHero

It helps organizations rate the performance of third party customer contact centres. Retrieved from ” https: Please enter your name here. With benchmarking can be conducted; the outcomes and service provision of several contact centres can easily be compared with one another. The 12 rules of giving negative feedback.


Mintzberg Managerial Roles December 29, This article describes COPC in a practical way.

This website makes use of cookies to enhance browsing experience and provide venter functionality. Always up-to-date with our latest practical posts and updates? 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. COPC, a performance management strategy. COPC standards3. This page was last edited on calp Octoberat 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”.

Winter Park, FloridaUS. Activity Log December 29, Companies can only retain the official accreditation if they recertify every two years.

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