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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In addition, the approach makes it possible to have immediate access to the performance of customer contacts.

With benchmarking can be standads the outcomes and service provision of several contact centres can easily be compared with one another. With a positive output, because contact centres that use this standard are considered to be very customer-friendly.

COPC standards

Your rating is more than welcome or share this article via Social media! Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers. Standards Committee evolved from the initial group cakl business professionals that formed the first edition of the COPC CSP Standard, and precedes the founding of the company.


There is cwll 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.

How to cite this article: 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”.

After reading you will understand the standardw and the practical basics of this contactcenter management strategy. Did you find this article interesting? Retrieved from ” https: Mintzberg Managerial Roles December 29, You have entered an incorrect email address!

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Winter Park, FloridaUS. It is performance-centric and data-driven, using processes and people as enablers and leadership and planning as drivers. Henry Mintzberg Organizational Configurations December 18, The stated importance of Performance Improvement Criteria is threefold:. The approach always ensures process improvements within customer service centres.

Companies can only retain the official accreditation if they recertify every two years. There are four core standards that are maintained and updated by the committee; these include:.


COPC standards, a contact center management strategy | ToolsHero

This is why a group of customer contact centre consultants decided to develop a model with which cost and quality can be dopc and managed. It is an abbreviation of Customer Colc Performance Centre. By using this site, you agree to the Terms of Use and Privacy Policy. Retrieved [insert date] from ToolsHero: Activity Log December 29, The committee meets twice annually.

COPC, a performance management strategy. Please enter your comment! The findings of approximately leading customer contact centres worldwide have served as a model for this standard.

Each of these standards can quickly take an organization to high performance and process maturity.

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 COPC family of standards and promoting implementation of ccopc standards.

Views Read Edit View history. This commercial exploitation mainly consists of auditing contact centres for certification.