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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Standards Committee evolved from the initial group of business professionals that formed the first edition of the COPC Cenetr Standard, and precedes the founding of the company.

Your rating is more than welcome or share this article via Social media! BeanMicrosoftMotorola and Novell. Please enter your name here. It helps organizations rate the performance of third party customer contact centres.

Henry Mintzberg Organizational Configurations December 18, This article describes COPC in a practical way. 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. 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.

Mintzberg Managerial Roles December 29, What are your success factors for the good contact center management? By using this site, you agree to the Terms of Use and Privacy Policy. The Standard CSP helps define customer service centre performance. They will have to take ecnter action according to the system when thresholds are not met or when three consecutive measuring points are below standard.


Retrieved [insert date] from ToolsHero: It is performance-centric and data-driven, using processes and people as enablers and leadership and planning as drivers. Certification provides defined processes, measured metrics, ecnter outcomes to highlight qualified suppliers. The 12 rules of giving negative feedback. This may be a company that has outsourced customer contacts to a third party.

The success lies in the fact that it immediately proves itself. This website makes stzndards of cookies to enhance browsing experience and provide additional functionality. In addition, the approach makes it possible to have immediate access to the performance of customer contacts. The stated importance of Performance Improvement Criteria is threefold:. 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.

The approach always ensures process improvements within customer service centres. Did you find this article interesting? The centerr is an instrument to measure performance and quality of customer contacts.

If you liked this article, then please subscribe to our Free Newsletter for the latest posts on Management models and methods. As a consequence, customers are approached and helped in a consistent manner.

COPC standards, a contact center management strategy | ToolsHero

The committee meets twice annually. Retrieved from ” https: 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”.


COPC standards3. There is a noticeable improvement in the quality of contact centres. Save my name, email, and website in this browser for the next time I comment.

Activity Log December 29, The approach offers defined processes and measurement capabilities to view the results of the qualified suppliers. You have entered an incorrect email address! This commercial exploitation mainly consists of auditing contact centres for certification. Do you recognize the practical explanation or do you have more centeg After reading you will understand the background and the practical basics of this contactcenter management strategy.

Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced. Standards Committee members are responsible for proposing improvements to the Stanards family of standards and promoting implementation of the standards. From Wikipedia, the free encyclopedia. Please enter your comment! Views Read Edit View history. The findings of approximately leading customer contact centres worldwide have served as a model for this standard.

With benchmarking can be conducted; the outcomes and service provision of several contact centres can easily coppc compared with one another.

COPC standards

Companies can only work with this standard if they are certified. COPC, a performance management strategy. This page was last edited on 14 Octoberat