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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This commercial exploitation mainly consists of auditing contact centres for certification. Do you recognize the practical explanation or do you have more suggestions? In addition, the approach makes it possible to have immediate access to the performance of customer contacts.

According to the World Bank, “COPC standards and certifications standarxs the fastest-growing industry-specific standards that provide compliance parameters in areas such as client satisfaction, computer infrastructure, and accuracy of standard. This may be a company that has outsourced customer contacts to a third party. From Wikipedia, the free encyclopedia.

COPC, a performance management strategy. Please enter your name here.

COPC standards, a contact center management strategy | ToolsHero

Inthe COPC family of standards was developed by buyers, providers and senior managers responsible for operational management. This website makes use of cookies to enhance browsing experience standadds provide additional functionality.


There is a noticeable improvement in the quality of contact centres. They wanted to make the quality of customer contact measurable. Each of these standards can quickly take an organization to high performance and process maturity. The 12 standads of giving negative feedback. Views Read Edit View history. This is why copx group of customer contact centre consultants decided to develop a model with which cost and quality can be controlled and managed.

Did you find this article interesting? It is performance-centric and data-driven, using processes and people as enablers and leadership and planning as drivers. Always up-to-date with our latest practical posts and updates? The approach is an instrument to measure performance and quality of customer contacts.

COPC standards3. With a positive output, because contact centres that use this standard are considered to be very customer-friendly. What do you think? Your rating is more than welcome or share this article via Social media! The stated shandards of Performance Improvement Criteria is threefold:.

BeanMicrosoftMotorola and Novell. As a consequence, customers are approached and helped in a consistent manner. Retrieved [insert date] from ToolsHero: The approach always ensures process improvements within customer service centres. This standard is an internationally used operations management system for caall customer contacts. The approach offers defined standardd and measurement capabilities to view the results of the qualified suppliers.

The findings of approximately leading customer contact centres worldwide have served as a model for this standard. This page was last edited on 14 Octoberat They will have to take immediate action according to the system when thresholds are not met or when three consecutive measuring points are standrads standard. What are your success factors for the good contact center management?


Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced. The Standard CSP helps define customer service centre performance. Winter Park, FloridaUS.

COPC standards

You have entered an incorrect email address! Standards Committee members are responsible sfandards proposing improvements to the COPC family of standards and promoting implementation of the standards.

Save my name, email, and website in this browser for the next time I comment. Companies can only work with this standard if they are certified.

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. It is an abbreviation of Customer Operations Performance Centre.

Companies can only retain the official accreditation if they recertify every two years. The success lies cente the fact that it immediately proves itself. Activity Log December 29, Henry Mintzberg Organizational Configurations December 18,