Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers. The approach offers defined processes and measurement capabilities to view the results of the qualified suppliers. This standard is an internationally used operations management system for handling customer contacts. The stated importance of Performance Improvement Criteria is threefold:. COPC, a performance management strategy. Leave a Reply Cancel reply Your email address will not be published. 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. 
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The approach is an instrument to measure performance and quality of customer contacts. Views Read Edit View history. Vincent van Vliet is co-founder and responsible for the content and release management. For further information, please visit www.
COPC standards
Retrieved from " https: This article describes COPC in a practical way. It concurrently measures all customer-touch activities, providing a framework to identify and measure specific attributes required for sustained operational performance improvement. Your satndard is more than welcome or share this article via Social media! COPC stands for … This standard is an internationally used operations management system for handling customer contacts.
According to the World Bank, "COPC copc-20000 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".
These solutions focus on providing strategic differentiation and operational superiority to clients. COPC, a performance management strategy.
After reading you will understand the background and the practical basics of this contactcenter management strategy. 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.
Add a link to this page on your website: In addition, the approach makes it possible to stndard immediate access to the standarv of customer contacts. This page was last edited on 28 Septemberat The success lies in the fact that it immediately proves itself. They will have to take immediate action according to the system when thresholds are not met or when stwndard consecutive measuring points are below standard.
What are your success factors for the good contact center management? Statements in connection with this release may include forward-looking statements within the meaning of US Securities laws intended to qualify for the "safe harbor" under the Private Securities Litigation Reform Act. Stanrard a Reply Cancel reply Your email address will not be published. The certification process is a holistic approach to high performance operations and it requires management to run business by balancing service, quality and cost; setting high performance benchmark targets; monitoring results using objective data; continually improving in areas not meeting targets; consistently meeting client and internal performance requirements.
COPC Inc. - Wikipedia
Leave this field empty. Companies can only retain the official accreditation if they recertify every two years. The executive management and operative staff of Infosys BPO must be complimented for their dedication and focus. The approach always ensures process improvements within customer service centres.
Archived from the original on 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. There is a noticeable improvement in the quality of contact centres.
Benchmarking With benchmarking can be conducted; the outcomes and service provision of several contact centres can easily be compared with one another. It is an abbreviation of Customer Operations Performance Centre.
Standards Committee members are responsible for proposing improvements to the COPC family of standards and promoting implementation of the standards. With a positive output, because contact centres that use this standard are considered to be very customer-friendly. It reiterates our commitment to excellence and recognizes our consistency in delivering the highest standards of performance on measures such as service, quality, revenue, cost and client satisfaction, and hence is truly the trusted business transformation partner," said Amitabh Chaudhry, CEO and MD, Infosys BPO Ltd.
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