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Bro Certification Ov0109
1. COPC® Certification
Solving Your CuStomer ContaCt BuSineSS ProBlemS, imProving PerformanCe
Is your company experiencing a decline in business revenue? Low
customer satisfaction ratings? Missed service levels? High costs?
Inefficient processes? High attrition and absenteeism?
COPC® Certification addresses these and many other business
challenges, improving the performance metrics that drive your
bottom line. Based on the most rigorous set of industry standards
available, our COPC® Certification Process will infuse your
customer contact organization with a new level of efficiency sure
to improve virtually every aspect of operations.
Compliance certification is a major near-term objective for many
companies, assuring adopters of smoother, more efficient and
cost-effective operations. Is your customer contact team up for
the challenge?
2. COPC® Certification Process
Our COPC® Certification Process presents a holistic approach to
customer contact center management, based on a comprehensive
set of benchmarking services, training courses and professional
consultations. These combined initiatives establish a thorough
measurement system by which customer-touch activities can be
evaluated and improved.
“Companies get excited about finding
solutions to operational challenges, Unlike competitive “certification” programs, we take a unique,
and that’s exactly what our performance based approach geared to the specific needs of your
certification process is all about— organization. Our specialized process is built on a proven set of
a means to an end in solving your industry standards for both Customer Service Providers (CSPs) and
business needs.” Vendor Management Organizations (VMOs).
— Alton Martin
CEO and Co-Founder
COPC Inc.
Benefits:
• Improve Customer Satisfaction Scores
• Provide Consistent Service Levels for
Phone Transactions
• Boost On-Time Case Closures
• Decrease Attrition and Absenteeism
• Enhance Cost-Effective Operations
• Establish a Custom Performance Measurement
System for Continuous Tracking and Improvement
of Key Performance Indicators
The time it takes to achieve certification will vary based on
the scope of work selected. Typical initial timeframes average
approximately 12 months, with annual recertification to ensure
continuous improvement.
// 2 www.copc.com
3. COPC® Family of Standards
Certification is based on the COPC® Family of Standards—the
most rigorous set of customer satisfaction metrics in the world.
By achieving certification, your company ranks among the world’s
most consistently high-performing call centers. The standards are
regularly updated by our COPC® Standards Committee, which is
comprised of volunteers representing a variety of companies that
“The COPC Standard gives us a
manage contact center operations as a business critical function.
framework for business and individual
*Copies of each of the current COPC® Family of Standards are success by promoting business
available on request by registering at www.copc.com. innovation, team work and personal
growth.”
— Kirsty Hunter
Managing Director
Datacom
“If you want to go for something that
is really helping you in the long run
to establish a business, maintain
your clients and leverage the internal
resources, certification clearly helps
to focus the organization.”
— Ed Benack
Senior Vice President
Monster.com
www.copc.com // 3
