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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COPC Inc. – Wikipedia
Promote the internal assessment and recognition of progress: There are four core standards that are maintained and updated by the committee; these include:. There are, however, minimum requirements for both approach and deployment. These rules must be consistent with the CSP s statement of direction and implemented as designed.
Trends are used to evaluate how the CSP s performance on a metric has changed over time. Upper Marlboro, MD It is performance-centric and data-driven, using processes and people as enablers and leadership and planning as drivers.
COPC Customer Service Provider Standard – PDF
Performance improvement methodologies that have been demonstrated glod produce results. Attachment 2 Performance Metrics Attachment 2 Performance Metrics The following metrics are the metrics that the Contractor is required to meet to satisfy the Contract. The processing of More information.
Benefits of Chat Support Additional method of support for customers Concurrent sessions improve productivity Reduced.
Appropriate intervals for the targeted cycle time b The CSP s scheduling approach must clearly describe the rules for minimizing interval-level over- and understaffing. The committee meets twice annually.
A Technology 40 2. Among the development team were: Please refer to 4. This page was last edited on 14 Octoberat Service supply chain as a source of competitive advantage How businesses are creating value from the wtandard supply chain May At a glance Product companies have focused on reducing fulfillment supply. Prepared to comply with the requirements of ISO Each KCRP must undergo a detailed end to end evaluation syandard least annually.
In addition, the Contractor will be required to provide regular reports. Glossary Page Action Plan A technique that documents everything that must be done to ensure effective implementation of a countermeasure or improvement. Standards Committee members are responsible for proposing improvements to the COPC family of standards and promoting implementation of the standards.
These operations process end-user payments e. A Planning and Reviewing Business 40 Performance 2.
Camber Quality Assurance QA Approach Camber s QA vold brings a tested, systematic methodology, ensuring that our customers receive the highest quality products and services, delivered via efficient. Cost is different from price. Each KCRP must include clear procedures that have a high probability of achieving: Targets must be set with respect to high performing benchmarks where appropriate.
The goal of the system is a balanced composite of client and end-user satisfaction, product and service performance and productivity addressed in Category 4.
COPC-2000 Customer Service Provider Standard
At a minimum, the management system review must: SQM is uniquely qualified and experienced to provide World Class contact center inbound call and quality assurance outsourcing service gpld organizations for the following main reasons: A guide More information. Attachment 2 Performance Metrics The following metrics are the metrics that the Contractor is required to meet to satisfy the Contract.
Items in Categories are evaluated based on the Approach and the extent of Deployment, according to the stnadard scoring guidelines: Derick McGee 3 years ago Views: