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.
With benchmarking can be conducted; the outcomes and service provision of several contact centres can easily be compared stansards one another. You have entered an incorrect email address! Winter Park, FloridaUS.
The approach is an instrument to measure performance and quality of customer contacts. Inthe COPC family of standards was developed by buyers, providers and senior managers responsible for operational management.
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Henry Mintzberg Organizational Configurations December 18, Retrieved [insert date] from ToolsHero: How to cite this article: What are your success factors for the good contact center 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”.
Please enter your comment! Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers.
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They wanted to make the quality of customer contact measurable. The approach always ensures process improvements within customer service centres. The Standard CSP helps define customer service centre performance. This commercial exploitation mainly consists of auditing contact centres for certification.
Mintzberg Managerial Roles December 29, Did you find this article interesting? 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.
Companies can only work with this standard if they are certified. What do you think? 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.
Standards Committee evolved from the initial group of business professionals that formed the first edition of the COPC CSP Standard, and precedes the founding of the company. According to COPC there is a direct relationship between handling customer contacts and service, quality, customer satisfaction and costs.
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.
As a consequence, customers are approached and helped in a consistent manner. Always up-to-date with our latest practical posts and updates? From Wikipedia, the free encyclopedia. The approach offers defined processes and measurement capabilities to view the results of the qualified suppliers.
Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced.
Each of these standards can quickly take an organization to high performance and process maturity. Do you recognize the practical explanation or do you have more suggestions? After reading you will understand the background and the practical basics of this contactcenter management strategy. This standard is an internationally used operations management system for handling customer cal.
COPC standards, a contact center management strategy | ToolsHero
The stated importance of Performance Improvement Criteria is threefold:. 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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