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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What are your success factors for the good contact center management? COPC, a performance management strategy. COPC standards3. Retrieved from ” https: This standard is an internationally used operations management system for handling customer contacts. BeanMicrosoftMotorola and Novell. The family of standards was stanfards because several American companies such as Dell, Motorola and American Express were dissatisfied with their outsourcing of customer contacts.
Inthe COPC family of standards was developed by buyers, providers and senior managers ccopc for operational management.
With benchmarking can be conducted; the outcomes and service provision of several contact centres can easily be compared with one another. Always up-to-date with our latest practical posts and updates? Companies can only retain the official accreditation if they recertify every two years.
As a consequence, customers are approached and helped in a consistent manner. 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.
It is an abbreviation of Customer Operations Performance Centre. You have entered an incorrect email address! According to COPC there is a direct relationship between handling customer contacts and service, quality, customer ccenter and costs.
Cal, is why a group of customer contact centre consultants decided to develop a model with which cost and quality can be controlled and managed.
After reading you will understand the background and the practical basics of this contactcenter management strategy. Save my name, email, and website in this browser for the next time I comment. The findings of approximately leading customer contact centres worldwide have served as a model for this standard. The 12 rules of giving negative feedback. It is performance-centric and data-driven, using processes and people cakl enablers and leadership and planning as drivers.
It helps organizations rate the performance of third party customer contact centres. Add a link to this page on your website: Companies can only work with this standard if they are certified. Your rating is more than welcome or share this article via Social media!
The approach offers defined processes and measurement capabilities to view the results of the qualified suppliers. Henry Mintzberg Organizational Configurations December 18, Do you recognize the practical explanation or do you have more suggestions?
COPC standards, a contact center management strategy | ToolsHero
There are four core standards that are maintained and updated by the committee; these include:. They wanted to make the quality of customer contact measurable. The Standard CSP helps define customer service centre performance. Each of these standards can quickly take an organization to high performance and process maturity. Views Read Edit View history. Please enter your name here.
Retrieved [insert date] from ToolsHero: With a positive output, because contact centres that use this standard are considered to be very customer-friendly.
Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced. The success lies in the fact that it immediately proves itself. The stated importance of Performance Improvement Criteria is threefold:.
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This commercial exploitation mainly consists of auditing contact centres for certification. Certification provides defined processes, measured metrics, and outcomes to highlight qualified cwnter.
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From Wikipedia, the free encyclopedia. This page was last edited on 14 Octoberat