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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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What do you think? This standard is an internationally used operations management system for handling customer contacts. 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. It is performance-centric and data-driven, using processes and people as enablers and leadership and planning as drivers. This standarvs describes COPC in a practical way.

The approach is an instrument to measure performance and quality of customer contacts. 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.

COPC, a performance management strategy. After centet you will understand the background and the practical basics of this contactcenter management strategy. Winter Park, FloridaUS. The approach always ensures process improvements within customer service centres.


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. This page was last edited on 14 Octoberat This is why a group of customer contact centre standxrds decided to develop a model with which cost and quality can be controlled and managed. Activity Log December 29, Companies can only retain the official accreditation if they recertify every two years.

BeanMicrosoftMotorola and Novell. Views Read Edit View history.

COPC standards, a contact center management strategy | ToolsHero

This may be a company that has outsourced customer contacts to a third party. Always up-to-date with our latest practical posts and updates? Mintzberg Managerial Roles December 29, This commercial exploitation mainly consists of auditing contact centres for certification. The success lies in the fact that it immediately proves itself.

COPC standards

The approach offers defined processes and measurement capabilities to view the results of the qualified suppliers. Companies can only work with this standard if they are certified. It helps organizations rate the performance of third party customer contact centres.

Henry Mintzberg Organizational Configurations December 18, Retrieved [insert date] from ToolsHero: The Standard CSP helps define customer service centre performance. From Wikipedia, the free encyclopedia.

COPC Inc. – Wikipedia

The findings of approximately leading customer contact centres worldwide have served as a model for this standard. They wanted to make the quality of customer contact measurable. Please enter your comment! Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced. Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers.

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With a positive output, because contact centres that use this standard are considered to be very customer-friendly. The 12 rules of giving negative feedback. According to COPC there is a direct relationship between handling customer contacts and service, quality, customer satisfaction and costs. This website makes use of cookies to enhance browsing experience and provide additional functionality.

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. Save my name, email, and website in this browser for the next time I comment.

Your rating is more than welcome or sfandards this article via Social media! Do you recognize the practical explanation or do you have more suggestions? By using this site, you agree to the Terms of Use and Privacy Policy.