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.
|Published (Last):||6 July 2005|
|PDF File Size:||8.9 Mb|
|ePub File Size:||15.19 Mb|
|Price:||Free* [*Free Regsitration Required]|
Winter Park, FloridaUS.
Please enter your comment! It helps organizations rate the performance of third party customer contact centres. There are four core standards that are maintained and updated by the committee; these include:. The committee meets twice annually. Standards Committee evolved from the initial group of business professionals that formed the first edition of the COPC CSP Standard, and precedes the founding standatds the company.
BeanMicrosoftMotorola and Novell. 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.
Save my name, email, and website in this browser for the next time I comment. Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced. Henry Mintzberg Organizational Configurations December 18, The approach is an instrument to measure performance and quality of customer contacts. Add a link to this page on your website: Retrieved from ” https: In addition, the approach makes it possible to have immediate access to the performance of customer contacts.
Retrieved [insert date] from ToolsHero: Companies can only work with this standard if they are certified. Do you recognize the practical explanation or do you have more suggestions? You have entered an incorrect email address! This is why a group of customer contact centre consultants decided to develop a model with which cost and quality can be controlled and managed.
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 stadnards client satisfaction, computer infrastructure, and accuracy of responses”. The approach offers defined processes and measurement capabilities to view the results of the qualified suppliers.
According to COPC there is a direct relationship between handling customer contacts and service, calll, customer satisfaction and costs. With benchmarking can be conducted; the outcomes and service provision of several contact centres can easily be compared with one another. The Standard CSP helps define customer service centre performance. There is a noticeable improvement in the quality of contact centres.
What do you think? Mintzberg Managerial Roles December 29, Views Read Edit View history. As a consequence, customers stndards approached and helped in a consistent manner. The 12 rules of giving negative feedback. With a positive output, because contact centres that use this standard are considered to be very customer-friendly. This article describes COPC in a practical way. The stated importance of Fall Improvement Criteria is threefold:.
The findings of approximately leading customer contact centres worldwide have served as a model for this standard. Inthe COPC family of standards was developed by buyers, providers and senior managers responsible for operational management. Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers. Your rating is more than welcome or share this article via Social media!
From Wikipedia, the free encyclopedia. The success lies in the fact that it immediately proves itself.
COPC Inc. – Wikipedia
After reading you will understand the background and the practical basics of this contactcenter management strategy. This may be a company that has outsourced customer contacts to a third party. This commercial exploitation mainly consists of auditing contact centres for certification. Standards Committee members are responsible for proposing improvements to the COPC family of standards and promoting implementation of the standards.
If you liked this article, then please subscribe to our Free Newsletter for the latest posts on Management models and methods. Did you find this article interesting?
They wanted to make the quality of customer contact measurable. Always up-to-date with our latest practical posts and updates?
Each of these standards can quickly take an organization to high performance and process maturity. What are your success factors for the good contact center management? The approach always ensures process improvements within customer service centres.