COPC certification for call centers, CX operations and VMOs provide external validation that your operations are performing at the highest levels. Learn more about COPC to understand the standard, benefits and the importance of benchmarking. Read more about this contact center management strategy. Customers will be satisfied when their calls are dealt with correctly and as a. Customer Operations Performance Center Inc. (COPC) was founded in to focus on improving call center operations, monitoring practices in call centers.
|Published (Last):||13 July 2004|
|PDF File Size:||2.74 Mb|
|ePub File Size:||10.95 Mb|
|Price:||Free* [*Free Regsitration Required]|
This article describes COPC in a practical way. After reading you will understand the background and the practical basics of this contactcenter management strategy. 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. They wanted to make the quality of customer contact measurable.
This is why a group of customer contact centre consultants decided to develop a model with which cost and quality centre be controlled and managed. This commercial exploitation mainly consists of auditing contact centres for certification.
Companies can only retain the official accreditation if they recertify every two years. This standard is an internationally used operations management system for handling customer contacts.
It is an abbreviation of Customer Operations Performance Centre.
The approach is an instrument to measure performance and quality of customer contacts. The findings of approximately leading customer contact centres worldwide fall served as a model for this standard. Companies can only work with this standard if they are certified. The success lies in the fact that it immediately proves itself. There is a noticeable improvement in the quality of contact centres.
According to COPC there is a direct relationship between handling customer contacts and service, quality, customer satisfaction and costs.
Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced. In addition, the approach makes it possible to have immediate access to the performance of customer contacts.
As a consequence, customers are approached and helped in a consistent manner. With benchmarking can be conducted; the outcomes and service provision cxll several contact centres can easily be compared with one another. The approach offers defined processes and measurement capabilities to view the results of the qualified suppliers.
The Standard CSP helps define customer service centre performance.
COPC Inc. – Wikipedia
It helps organizations rate the performance of third party customer contact centres. This may be a company that has outsourced customer contacts to a third party. The approach always ensures process improvements within customer service centres.
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. 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.
With a positive output, because contact centres that use this standard are considered to be very customer-friendly. What do you think? Do you recognize the practical explanation or do you have more suggestions? What are your success factors for the good contact center management? If you liked this article, then please subscribe to our Free Newsletter for the latest posts on Management models and methods.
How to cite this article: COPC, a performance management strategy. Retrieved [insert date] from ToolsHero: Add a link to this page on your website: Did you find this article interesting? Your rating is more than welcome or share this article via Social media!
Save my name, cppc, and website in this browser for the next time I comment. Always up-to-date with our latest practical posts and updates? COPC standards3. The 12 rules of giving negative feedback. Please enter your comment! Please enter your name here. You have entered an incorrect email address! Activity Log December 29, Henry Mintzberg Organizational Configurations December 18, Mintzberg Managerial Roles December 29, This website makes cocp of cookies to enhance browsing experience and provide additional functionality.