COPC CALL CENTER STANDARDS PDF

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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It is performance-centric and data-driven, using processes and people as enablers and standdards and planning as drivers. By using this site, you agree to the Terms of Use and Privacy Policy.

Please enter your comment! How to cite this article: 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.

Views Read Edit View centet. 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. If you liked this article, then please subscribe to our Free Newsletter for the latest posts on Management models and methods. Mintzberg Managerial Roles December 29, Save my name, email, and website in this browser for the next time I comment.

COPC Inc. – Wikipedia

Retrieved [insert date] from ToolsHero: 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. Companies can only retain the official accreditation if they recertify every two years. What are your success factors for the good contact center management? The committee meets twice annually.

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COPC standards

Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers. You have entered an incorrect email address! It helps organizations rate the performance of third party customer contact centres. Please enter your name here. Always up-to-date with our latest practical posts and updates? With a positive output, because contact centres that use this standard are considered to be very customer-friendly.

This page was last edited on 14 Octoberat The standsrds importance of Performance Improvement Criteria is threefold:. Did you find stxndards article interesting?

Activity Log December 29, In addition, the approach makes it possible to have immediate access to the performance of customer contacts. Companies can only work with this standard if they are certified. Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced. The Standard CSP cenger define customer service centre performance.

BeanMicrosoftMotorola and Novell. This article describes COPC in a practical way. It is an abbreviation of Customer Operations Performance Centre.

Standards Committee members are responsible for proposing improvements to the COPC cqll of standards and promoting implementation of the standards. There is a noticeable improvement in the quality of contact centres. They wanted to make the quality of customer contact measurable. There are stabdards core standards that are maintained and updated by the committee; these include:.

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Standards Committee evolved from the initial group of business professionals that formed the first cooc of the COPC CSP Standard, and precedes the founding of the company. What do you think? According to COPC there is a direct relationship between handling customer contacts and service, quality, customer satisfaction and costs.

After reading you will understand the background and the practical basics of this contactcenter management strategy. COPC, a performance management strategy.

Henry Mintzberg Organizational Configurations December 18, Each of these standards can quickly take an organization to high performance and process maturity.

With benchmarking can be conducted; the outcomes and service provision of several contact centres can easily be compared with one another. The success lies in the fact that it immediately proves itself. The approach offers defined processes and measurement capabilities to view the results of the qualified suppliers.

This is why a group of customer contact centre consultants decided to develop a model with which cetner and quality can be controlled and managed.