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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Do you recognize the practical explanation or do you have more suggestions? Add a link to this page on your website: Leadership and Planning Category 1.

COPC standards, a contact center management strategy | ToolsHero

Comparative data must be updated at least every two years. 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. If you liked this article, then please subscribe copc-20000 our Free Newsletter for the latest posts on Management models and methods.

There must be a process for responding to client complaints on an individual basis. This article describes COPC in a practical way. Mintzberg Managerial Roles December 29, The success lies in the fact that it immediately proves itself.

Please enter your comment! It is copc2000 abbreviation of Customer Operations Performance Centre.

According to COPC there is a direct relationship between handling customer contacts and service, quality, customer satisfaction and costs. Comparisons include or more of the followings: With benchmarking can be conducted; the outcomes and service provision of several contact centres can easily be compared with one another. This commercial exploitation mainly consists of auditing contact centres ccopc-2000 certification. In this case, the CSP must: Approaches must be fact-based.


There must be at least one observation by a lead, supervisor, manager, or trainer.

COPC Internal Training_Day 1_图文_百度文库

COPC, a performance management strategy. Revenue generation occurs in Sales and collections centers Cost typically focuses on efficiency and the cost per unit incurred by the CSP to provide x; product or service.

Henry Mintzberg Organizational Configurations December 18, Deployment refers to how extensively these approaches are used throughout the CSP organization.

Companies can only retain the official accreditation if they recertify every two years. After reading you will understand the background and ocpc-2000 practical basics of this contactcenter management strategy.

Activity Log December 29, Satisfaction with specific attributes Satisfaction must be measured at least semiannually. The Standard CSP helps define customer service centre performance.

Your rating is more copc2000 welcome or share this article via Social media! Tracked and recorded by cause or symptom Analyzed quarterly. 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. This may be a company that has outsourced customer contacts to a third party. What do you think? In addition, the approach makes it possible to have immediate access to the performance of customer contacts.

COPC standards3. Samples must be representative. Prove it has used every effort to obtain data Ensure one of the following: Retrieved [insert date] from ToolsHero: The 12 rules of giving negative feedback. Always up-to-date with our latest practical posts and copc-22000 With a copc-20000 output, because contact centres that use this standard are considered to be very customer-friendly.


COPC standards

How to cite this article: Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced.

Please enter your name here. Save my name, email, and website in this browser for the next time I comment. The CSP must measure and manage complaints and other key indicators of client dissatisfaction at the program level, across multiple programs for a client, and at the entity level across clients.

Approaches must be structured. What are your success factors for the good contact center management? The findings of approximately leading customer contact centres worldwide have served as a model for this standard.

Sp approach is an instrument to measure performance and quality of customer contacts. This requirement may be waived if the CSP xl proactively used every effort, including surveys, calls, meetings, etc; to obtain client satisfaction data and the client refuses to respond to the client survey.

Did you find this article interesting? The CSP must take action on all client complaints I.