COPC CALL CENTER STANDARDS PDF

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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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COPC Inc. – Wikipedia

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. How to cite this article: COPC standards3. Retrieved from ” https: COPC, a performance management strategy. From Wikipedia, the free encyclopedia. The improvements and modifications are recorded accurately satndards a plan in which both the party with the final responsibility and the final result are described.

The approach is an instrument to measure performance and quality of customer contacts. There are four core standards that are maintained and updated by the committee; these include:. Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced. According to COPC there is a direct relationship between handling customer contacts and service, quality, customer satisfaction and costs.

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There is a noticeable improvement stanfards the quality of contact centres. It is an abbreviation of Customer Operations Performance Centre.

What do you think? This article describes COPC in a practical way.

COPC standards

This standard is an internationally used operations management system for handling customer contacts. The approach offers defined processes and measurement capabilities xenter view the results of the qualified suppliers. Inthe COPC family of standards was developed by buyers, providers and senior managers responsible for operational management.

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”.

It is performance-centric and data-driven, using processes and people as enablers and leadership and planning as drivers. Companies can only work with this standard if they are certified. 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.

COPC standards, a contact center management strategy | ToolsHero

Companies can only retain the official accreditation if they recertify every two years. In addition, the approach makes it possible to have immediate access to the performance of customer contacts.

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Views Read Edit View history. As a consequence, customers are approached and helped in a consistent manner. You have entered an incorrect email address! BeanMicrosoftMotorola and Novell.

Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers. 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. Do you recognize the stahdards explanation or do you have more suggestions?

Activity Log December 29, With benchmarking can be conducted; the outcomes and service provision of several contact centres can easily be compared with one another. By using this site, you agree to the Terms of Use and Privacy Policy. The 12 rules of giving negative feedback. Always up-to-date with our latest practical posts and updates?