年11月28日 COPC Internal Training_Day 1 – COPC Internal Training Day 1 1 Introduction to 4 4 COPC Performance Management System COPC CSP . 完成每天的 工作量技能要求: 技能要求: 熟悉操作系统(Windows XP/Vista) 有. COPC DLL is a light-weight activeX for SCADA developer. Windows Windows NT Windows Windows Windows XP Windows. (5) COPC Inc “COPC OSP Standard” Release a, Version . not mutually contradict, see Extreme Programming (XP) Six Sigma CMMI.

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This standard is an internationally used operations management system for handling customer contacts. What do you think? The Standard CSP helps define customer service centre performance. You have entered an incorrect email address!

Targets must be set consistent with the statement of direction using comparative data representative of high-performance organizations.

Did you find this article interesting? After reading you will understand the background and the practical basics of this contactcenter management strategy. In this case, the CSP must: 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.

How to cite this article: There must be a process for responding to client complaints on an individual basis. Companies can only retain the official accreditation if they recertify every two years. This may be a company that has outsourced customer contacts to a third party.

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Retrieved [insert date] from ToolsHero: Please enter your name here. This article describes COPC in a practical way.


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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.

This requirement may be waived if the CSP has proactively used every effort, including surveys, calls, meetings, etc; to obtain client satisfaction data and the client refuses to respond to the client survey. Prove it has used every effort to obtain data Ensure one of the following: As a consequence, customers are approached and helped in a consistent manner. Copc–2000 is an abbreviation of Customer Operations Performance Centre. It helps organizations rate the performance of third party customer contact centres.

Activity Log December 29, The improvements and modifications are recorded accurately in a plan in which both the party with the final responsibility and the final result are described. Deployment must be sufficiently broad.

In addition, the approach makes it possible to have immediate access to the performance of customer contacts. The CSP must take action on all client complaints I. Qt training for 1 day Please enter your comment!

Mintzberg Managerial Roles December 29, The 12 rules of giving negative feedback. Revenue generation occurs in Sales and collections centers Cost typically focuses on efficiency and the cost per unit incurred by the CSP to provide a product or service. The approach always ensures process improvements within customer service centres.

COPC standards

The approach offers defined processes and measurement capabilities to view the results of the cpoc-2000 suppliers. The success lies in the fact that it immediately proves itself. The verification process for all staff in KCR jobs and jobs that include training delivery and monitoring transactions must include: Do you recognize the practical explanation or do you have more suggestions?


Henry Mintzberg Organizational Configurations December 18, There must be at least one observation by a lead, supervisor, manager, or trainer. Satisfaction with specific attributes Satisfaction must be measured at least semiannually.

Comparative data must be updated at least every two years. Quality is doing things accurately at the first attempt.

If you liked this article, then please subscribe to our Free Newsletter for the latest posts on Management models and methods. Deployment refers to how extensively these approaches are used throughout the CSP organization. Leadership and Planning Category 1. 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.

COPC standards3. With a positive output, because contact centres that use this standard are considered to be very customer-friendly. COPC, a performance management strategy. There is a noticeable improvement in the quality of contact centres. Save my name, email, and website in this browser for the next time I comment.

These must be at least two observations at two different times by a lead, supervisor, manager, or trainer. This commercial exploitation mainly consists of auditing contact centres for certification.

Approaches must be fact-based. Approaches must be structured.

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