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.

Author: Fenrikinos Salabar
Country: Sudan
Language: English (Spanish)
Genre: Technology
Published (Last): 13 August 2016
Pages: 284
PDF File Size: 9.50 Mb
ePub File Size: 10.58 Mb
ISBN: 316-1-74293-549-8
Downloads: 12876
Price: Free* [*Free Regsitration Required]
Uploader: Daikus

They wanted to make the quality of customer contact measurable.

What do you think? Your rating is more than welcome or share this article via Social media! Winter Park, FloridaUS. 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.

It is an abbreviation of Customer Operations Performance Centre.

Mintzberg Managerial Roles December 29, This article describes COPC in a practical way. Please enter your name here. It helps organizations rate the performance of third party customer contact centres.

This may be a company that has outsourced customer contacts to centr third party. 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. Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced.

  ISO 8573-2 PDF

The committee meets twice annually. From Wikipedia, the free encyclopedia. Companies can only work with this standard if cente are certified. Each of these standards can quickly take an organization to high performance and process maturity.

COPC Inc. – Wikipedia

The Standard CSP helps define customer service centre performance. 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. It is performance-centric and data-driven, using processes ckpc people as enablers and leadership and planning as drivers. The stated importance of Performance Improvement Criteria is threefold:.

The findings of approximately leading customer contact centres worldwide have served as a model for this standard. After reading you will understand the background and the practical basics of this contactcenter management strategy. This website makes use of cookies to enhance browsing experience and provide additional functionality. With a positive output, because contact centres that use this standard are considered to be very customer-friendly.

Companies can only retain the official accreditation if they recertify every two years. Always up-to-date with our latest practical posts and updates? Do you recognize the practical explanation or do you have more suggestions? The 12 rules of giving negative feedback.

  ICE 2B0565 PDF

COPC standards, a contact center management strategy | ToolsHero

This standard is an internationally used operations management system for handling customer contacts. The approach always ensures process improvements within customer service centres. Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers. In addition, the approach makes it possible to have immediate access to the performance of customer contacts.

The approach is an instrument to measure performance and quality of customer contacts. There is a noticeable improvement in the quality of contact centres.

COPC standards

As a consequence, customers are approached and helped in a consistent manner. COPC standards3. Retrieved [insert date] from ToolsHero: Copv are four core standards that are maintained and updated by the committee; these include:. Add a link to this page on your website: If you liked this article, then please subscribe to our Free Newsletter for the latest posts on Management models and methods. The success lies in the fact that it immediately proves itself.

Views Read Edit View history. Did you find this article interesting?