COPC Inc.

COPC Inc.Customer Operations Performance Centre

Industry	Management consulting
Founded	1996
Headquarters	Winter Park, Florida, U.S.
Key people	Cliff Moore (Co-founder and Chairman) Kathleen Jezierski (Chief Operating Officer) Richard North (CEO, EMEA Region) Ian Aitchison (CEO, APAC Region)
Products	Management consulting services
Website	www.copc.com

COPC Inc., is a privately held management consulting company based in Winter Park Florida ^[1] that specialises in customer experience transformation.^[2] COPC Inc. provides performance improvement consulting, training, certification, and benchmarking. Clients of COPC Inc. include Apple, Microsoft, Sprint, HTC, Mattel, RBS, DiGi, Canal Digital, UWV, ToysRus,^[3] Datacom ^[4] Sitel,^[5] and Citigroup.^[6] COPC Inc. is well known in the customer experience industry and many of the industry associated organisations actively promote them ^[7][8][9]

According to the World Bank "COPC standards 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" ^[10]

History

In 1996, the COPC Family of Standards was developed by buyers, providers and senior managers responsible for operational management. The group included representatives from American Express, Compaq, Dell, Intel, L.L. Bean, Microsoft, Motorola and Novell. It is performance-centric and data-driven, using processes and people as enablers and leadership and planning as drivers. Based on the Baldrige Criteria for Performance Excellence^[11] framework, COPC Inc. combines pragmatic business sense with stringent high performance benchmarks. With over 1500 sites across the world using it, the COPC Inc. standard is the de facto performance management system in the Customer Service and BPO space. Co-founders of COPC Inc. include, Cliff Moore, Alton Martin and Peter Bloom.^[2][12]

Standards Committee

The current COPC Inc. 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. The Standards Committee is made up of volunteers from organizations that implement the COPC Family of Standards. Standards Committee members are responsible for proposing improvements to the COPC Family of Standards and promoting implementation of the standards. The committee meets twice annually There are four core standards that are maintained and updated by the committee, these include:

• COPC Customer Service Provider (CSP) Standard – for internal operations
• COPC Vendor Management Organization (VMO) Standard – for vendor management organizations
• COPC Outsource Service Provider (OSP) Standard – for outsourced operations
• COPC Healthcare Service Provider (HSP) Standard – for healthcare operations ^[13]

Each of these standards can quickly take an organization to high performance and process maturity ^[2]

The COPC® Family of Standards

The COPC® Family of Standards were created by COPC Inc. to provide a benchmark for buyers of contact center services, marked by the COPC Inc. Family of Standards. COPC Inc. Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers. To become certified, COPC Inc. offers suppliers consulting services, benchmarking services, training, and installation, a process designed to help companies continually measure customer contact center performance.^[14]

Based on this performance management system COPC Inc. conducts:

• Consulting Services:

1. Performance Improvement Consulting - focuses on making business better
2. Strategic Sourcing Consulting - focuses on finding the right partner to work with and making these relationships work better

• Training Services - a combination of online, public and dedicated training sessions that aim to provide the right skills to drive continuous improvement
• Certification Services - a very high standard certification process which a call centre can achieve and once certified the centre has to be recertified every 2 years to ensure the quality standards are maintained and improved which is more demanding than the initial certification process.^{[6][15][16][17]}

Performance Improvement Criteria

In 2012 COPC Inc. launched the Performance Improvement Criteria which defines best practices for contact centers and BPO companies. Performance Improvement Criteria is a set of operational requirements are based on the COPC Customer Service Provider (CSP) Standard. The stated importance of Performance Improvement Criteria is threefold:

1. Improvement: Drive improvements in customer satisfaction and cost to serve Consistency of Operations
2. Benchmarking: Comparisons with others – Competitors or other industry service role models
3. Recognition: Convince Customers, staff and/or Clients of the effectiveness of the Contact Centre ^{[18][19][20][21]}

References

External links

• http://www.copc.com