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.

Author: Tygora Doum
Country: Guinea
Language: English (Spanish)
Genre: Spiritual
Published (Last): 7 August 2004
Pages: 494
PDF File Size: 2.96 Mb
ePub File Size: 19.83 Mb
ISBN: 284-7-82536-565-4
Downloads: 21473
Price: Free* [*Free Regsitration Required]
Uploader: Akinojin

It helps organizations rate the performance of third party customer contact centres.

COPC, a performance management strategy. 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. What are your success factors for the good contact center management? Inco;c COPC family of standards was developed by buyers, providers and senior managers responsible for operational management.

COPC standards

There are four core standards that are maintained and updated by the committee; these include:. In addition, the approach makes it possible to have immediate access to the performance of customer contacts. The Standard CSP helps define customer service centre performance.


According to COPC there is a direct relationship between handling customer contacts and service, quality, customer satisfaction and costs. Your rating is more than welcome or share this article via Social media!

Winter Park, FloridaUS. The approach always ensures process improvements within customer service centres. Each of these standards can quickly take an centef to high performance and process maturity.

If you liked this article, then please subscribe to our Free Newsletter for the latest posts on Management models and methods. They wanted to make the quality of customer contact measurable. It is performance-centric and data-driven, using processes and people as enablers and leadership and planning as drivers. This commercial exploitation mainly consists of auditing contact centres for certification. Save my name, email, and website in this browser for the next time I comment.

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. Henry Mintzberg Organizational Configurations December 18, Mintzberg Managerial Roles December 29, After reading you will understand the background and the practical basics of this contactcenter management strategy.


Activity Log December 29, By using this site, you agree to the Terms of Use and Privacy Policy. As a consequence, customers are approached and helped in a consistent manner. 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.

What do you think? Did you find this article interesting? Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced.

COPC standards, a contact center management strategy | ToolsHero

Retrieved [insert date] from ToolsHero: Companies can only work with this standard if they are certified. Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers. You have entered an incorrect email address!