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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The Standard CSP helps define customer service centre performance.

The success lies in the fact that it immediately proves itself. You have entered an incorrect email address!

BeanMicrosoftMotorola and Novell. Mintzberg Managerial Roles December 29, What do you think? This fall makes use of cookies to enhance browsing experience and provide additional functionality.

As a consequence, customers are approached and helped in a consistent manner. After reading you will understand the background and the practical basics of this contactcenter management strategy.

In addition, the approach makes it possible to have immediate access to the performance of customer contacts. With a positive output, because contact centres that use this standard are considered to be stanadrds customer-friendly. Standards Committee members are responsible for proposing improvements to the COPC srandards of standards and promoting implementation of the standards. Customers will be satisfied when their calls are dealt with correctly and cennter a result costs will be reduced.


According to COPC there is a direct relationship between handling customer contacts and service, stanadrds, customer satisfaction and costs. Inthe COPC family of standards was developed by buyers, providers and senior managers responsible for operational management. The 12 rules of giving negative feedback. 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”.

Please enter your comment! The approach offers defined processes and measurement capabilities to view the results of the qualified suppliers.

COPC standards

Winter Standagds, FloridaUS. This page was last edited on 14 Octoberat It is performance-centric and data-driven, using processes and people as enablers and leadership and planning as drivers. Your rating is more than welcome or share this article via Social media! The stated importance of Performance Improvement Criteria is threefold:. What are your success factors for the good contact center management?

Czll provides defined processes, measured metrics, and outcomes to highlight qualified suppliers. This standard is an internationally used operations management system for handling customer contacts.

COPC standards, a contact center management strategy | ToolsHero

By using this site, you agree to the Terms of Use and Privacy Policy. The findings of approximately leading customer contact centres worldwide have served as a model for this standard. COPC, a performance management strategy.


How to cite this article: The committee meets twice annually. If you liked this article, then please subscribe to our Free Newsletter for the latest posts on Management models and methods. Views Read Edit View history. Retrieved [insert date] from ToolsHero: Retrieved from ” https: Each of these standards can quickly take an organization to high performance and process maturity.

This article describes COPC in a practical way. Henry Mintzberg Organizational Configurations December 18, Companies can only work with this standard if they are certified.

COPC Inc. – Wikipedia

From Wikipedia, centwr free encyclopedia. They wanted to make the quality of customer contact measurable. This may be a company that has outsourced customer contacts to a third party.

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

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