COPC GOLD STANDARD PDF

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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Approaches must be structured, meaning that they must consist of clearly defined and repeatable procedures or methodologies. CSPs provide services to end users on behalf of clients.

Winter Park, FloridaUS. Underlying the COPC CSP Standards is the requirement that certified Customer Service Providers CSPs have the operational and performance data that is required to consistently perform well on measures of service, quality, revenue, cost and client and end-user satisfaction. These sgandard interpretations and clarifications. Deployment refers to how extensively these approaches are used throughout the CSP organization.

For all performance metrics required in Category 4. These rules must be consistent with the CSP s statement of direction and implemented as designed. Key Terms and Relationships One of the advantages of a globally accepted Performance Management System and related set of Standards is that they help to drive a consistent industry vocabulary.

Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers. Designing an optimal supply chain network means the network must be able More information.

Trends are used to evaluate how the CSP s performance on a metric has changed over time. 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. Deployment must be sufficiently broad meaning ggold the approach represents the way the entity defined in the COPC Glossary works in the application and use of a process, practice, or golc.

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At a minimum, scheduling forecast accuracy must be calculated at the daily level. Objective measures in place for all activities that directly impact end users and clients.

COPC Inc. – Wikipedia

Typically, this is done as a result of transactions coming from one or more contact centers. Views Read Edit View history. To make this website work, we log user data and share it with processors. Provide high-performing CSPs with a new level of recognition that will distinguish them as among the best in the world.

COPC-2000 Customer Service Provider Standard

Standards Committee members are responsible for proposing improvements to the COPC family of standards and promoting implementation of the standards. The CSP must track the timeliness of the implementation and demonstrate implementation milestones have been ckpc.

These operations receive and process returned materials e. 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.

There are a number of CSP-specific factors e.

This guideline is organized as series More information. KCRPs that exhibit wide variations in performance must be evaluated and corrected using the continuous improvement process described in 2.

The objectives, processes, and people are in turn linked to the statement of direction and plans that propel and sustain them. These operations are often referred to as call centers; however, most of these centers interact with end users via phone, electronic means e.

For example, in 2. Taken together, Category 2. Rather, they are intended to provide CSPs with a short list of Items to focus on initially to improve service, quality, and cost competitiveness.

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Each KCRP must undergo a detailed end to end evaluation at least annually. An Oracle White Paper March Nelson Article 25 June Management Update: Design Your Quality Program to Link Directly to Customer Satisfaction All of us who work in the customer contact industry have experienced this we have quality.

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ccopc Use the Cost of Poor Quality: The customer contact center industry is evolving rapidly and the COPC CSP Standards will reflect these developments and maintain their status as the global definition of state of the art practices and performance. The approach meets all of the requirements of the Item. Infor ERP Four distribution strategies for extending ERP to boost copd performance How to evaluate your best options to fit today s market pressures Table of contents Executive summary For cpc CSPs, the appropriate reporting metric is On-time delivery of agreed-upon program components.

Approaches must be fact-based, meaning that data, information, and factual evidence must be used to 1 perform the approaches, and 2 evaluate and improve their effectiveness and efficiency.

Provide the industry with a model to use to drive high performance. During implementation the CSP must: Today, the Cisco Enterprise B2B team has created automated and standardized processes in the following areas: Actions must be taken to address controllable causes.

These targets must be set based on client and enduser requirements and appropriate comparisons. Retrieved from ” goldd