COPC certification is based on the COPC Customer Experience (CX) Standard. The Standard includes versions for customer experience management, both. These three contact centers join other Orange affiliates in Poland, Tunisia, Moldova and Senegal that are certified by COPC Inc. The COPC CX Standard has. COPC and COPC with design are trademarks of Customer Operations COPC- CSP Gold Standard Release February i. Table of Contents.
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Design Your Quality Program to Link Directly to Customer Satisfaction All of standwrd who work in the customer contact industry have experienced this we have quality More information.
Revision B ISO The CSP must analyze monitoring results and take action at the program level.
COPC Customer Service Provider Standard – PDF
In addition, the Contractor will be required to provide regular reports More information. These operations typically process nonelectronic transactions such as mail. Workforce Management Vendor Satisfaction More information. Typically, this is done copx a result of transactions coming from one or more contact centers. Clients Clients are a the organizations that hire third-party CSPs to provide products and services to their end users and b the groups within a company that obtain CSP services from a sister group, division, department, or team within the same company.
It also focuses on the mechanisms the CSP uses to quantitatively evaluate, maintain, and improve these processes to ensure they are effective and efficient. Clearly define the calculation of CSR Utilization Remove the requirement to track Cost per Transaction and introduce specific criteria for metrics which may be used as the third required efficiency metric. Providing a great customer experience has emerged.
The scoring percentage for an individual Item will be equal to the average score on Approach, Levels, and Trends. This cooc included senior management from firms in both the contact center and manufacturing industries who had achieved ISO certification for their firms, and a Judge for the Malcolm Baldrige National Quality Award. Attachment 2 Performance Metrics The following metrics are the metrics that the Contractor is required to meet to satisfy the Contract.
The plan must specify the time frame and the format for delivering this feedback.
COPC-2000 Customer Service Provider Standard
C Data Security 2. Items in Categories are evaluated based standad the Approach and the extent of Deployment, according to the following scoring guidelines: Standarv score for an individual Item will be equal to the lowest score on either Approach or Deployment.
A Technology 40 fopc. Daniel Zrymiak Key Points: Benefits of Chat Support Additional method of support for customers Concurrent sessions improve productivity Reduced More information. They are sustainable performance management frameworks for CSPs. These operations receive and process returned materials e. In this context, effective deployment requires that managers understand performance targets as well as the performance levels actually attained. Rather, they are intended to provide CSPs with a short list of Items to focus on initially to improve service, quality, and cost competitiveness.
In addition, the Contractor will be required to provide regular reports.
COPC Inc. – Wikipedia
They are the foundation for integrating key performance and operational requirements within More information. Prepared to comply with the requirements of ISO These operations are often referred to as call centers; however, most of these centers interact with end users via phone, electronic means e.
These rules must be consistent with the CSP s statement of direction and implemented as designed. The approach meets all of the requirements of the Item. A Systematic Approach for Ensuring.
Performance improvement methodologies that have been demonstrated to produce results. Enable CSPs to get certified with less than a perfect score: Relevance at this time How relevant is this attribute to this project or audit? Screen capture and voice recording applications cannot be substituted for sideby-side monitoring. Trends should demonstrate sustained improvement for metrics in which the targeted performance levels are not being consistently met, and proper evaluation of trends typically requires at least six months of data for KCRP and KSP defined in the COPC Glossary metrics.
Business Process Outsourcing Operations: End Users Customers of clients. Benefits of Chat Support Additional method of support for customers Concurrent sessions improve productivity Reduced. This might be how long it takes to talk to a live agent or how long it takes to receive a response to an.
Improvement in these performance metrics should, in turn, be due to the pervasive deployment of effective approaches. A demonstrated capability to achieve a majority of their performance targets.
At a minimum, staffing forecast accuracy must be calculated at the weekly level. They are the foundation for integrating key performance and operational requirements within. Operations To ensure satisfied customers through More information. In the example, the CSP has three programs and the scoring is shown for a fully Compliant Approach and full Deployment in only two of the three programs.
This integration ensures that customer focus and efficiency drive performance, behavior, and direction. These comparisons typically include one or more of the following: Targets must be set with respect to high performing benchmarks where appropriate. This page was last edited on 14 Octoberat 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.