The COPC (Customer Operations Performance Center) is a performance standard and management system designed to improve customer satisfaction, increase revenues, and reduce costs. It was developed in 1996 based on the Malcolm Baldrige National Quality standards. The objective of COPC is to improve service, quality, revenue, customer satisfaction, and profitability. The COPC certification process involves an on-site assessment of the organization's processes, KPIs, technology, and customer experience. A report is then developed comparing the organization's performance to benchmarks and providing recommendations for operational improvements.

1. COPC BRIEF(Customer
Operations Performance Center)

2. COPC Statement of Direction
Provide Quality To Ensure
Customer Satisfaction

3. What is COPC
COPC is….
 A Standard that measures Quality
Performance management system designed to improve
customer satisfaction, increase revenues & reduce
costs
Roadmap for achieving Customer Service Excellence

4. COPC - Origin
COPC is a set of performance standards
Developed in 1996 by a core group of call center
services and other distributor operators
The Malcolm National Quality baldridge were
used as the basis
The standard committee wanted to distinguish
between mediocre providers and high performing
CSPs

5. OBJECTIVEOF COPC FAMILY OF STANDARDS
To Improve
•Service,
•Quality,
•Revenue,
•Customer Satisfaction and
•Profitability

6. Objectives Cont’

8. CERTIFICATION PROCESS
Preparation-Data is collected prior to our on-site
assessment, such as:
 Volume data by transaction type
 Technology utilized by the site
 KPI for the past six months
 Process documentation ,.

9. DISCOVERY
 We conduct an on-site review to learn: How yours
centers are positioned
 The interdependencies between business units
 The customer experience
 Operational capabilities
 Transaction types and key support processes

10. Analysis
 We then compare our findings to standards of high-
performing organizations and provide analysis, which
could include:
 Absenteeism and attrition
 Agent-level AHT variation
 Forecast accuracy
 Cost per minute or transaction
 Efficiency (Utilization, AHT,
 Occupancy)

11. Cont’
 Sales and revenue performance
 Organizational structure
 and staffing ratios
 Service Levels
 Quality process and results
 Recruiting, hiring and training process
 Reporting and data integrity

12. REPORT
Our team will develop a customized report that
provides:
 A detailed description of each key process that was
reviewed
 Your center’s performance relative to best practice
benchmarks
 A listing of recommended operational improvements
 Estimated return on investment, if operational cost
data is available

13. OUR ROAD MAP
 Orientation to all staff across board
 Kick-off meetings and workshops
 Provide structured implementation support
 In house Baseline Assessment
 COPC Benchmark Review
 Complete and evaluated the application to the COPC,
CSP Standard
 Conduct a comprehensive COPC certification Audit