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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Deployment refers dopc-2000 how extensively these approaches are used throughout the CSP organization. This commercial exploitation mainly consists of auditing contact centres for certification. There is a noticeable improvement in the quality of contact centres. You have entered an incorrect email address!

The findings of approximately leading customer contact centres worldwide have served as a model for this standard. Deployment must be sufficiently broad.

Save my name, email, and website in this browser for the next time Px 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.

Copcc-2000 training for 1 day Henry Mintzberg Organizational Configurations December 18, It helps organizations rate the performance of third party customer contact centres. Retrieved [insert date] from ToolsHero: COPC, a performance management strategy.

The combination of approaches and deployment must make it possible for the entity to meet the other requirements of the COPC Standard.

Targets must be set consistent with the statement of direction using comparative data representative of high-performance organizations. This website makes use of cookies to enhance browsing experience and provide additional functionality. Prove it has used every effort to obtain data Ensure one of the following: Tracked and recorded by cause or symptom Analyzed quarterly.


Companies can only work with this standard if they are certified. How to cite this article: Comparisons include or more of the followings: This standard is an internationally used operations management system for handling customer contacts.

The family of standards was developed because several American companies such as Dell, Motorola and American Express were copc-2000 with their outsourcing of customer contacts. Please enter your name here.

In addition, the copc-20000 makes it possible to have immediate access to the performance of customer contacts. Do you recognize the practical explanation or do you have more suggestions? This article describes COPC in a practical way.

COPC Internal Training_Day 1_图文_百度文库

The Standard CSP helps define customer service centre performance. Approaches must be fact-based. Revenue generation occurs in Sales and collections centers Cost typically focuses on efficiency and the cost per unit incurred by the CSP colc-2000 provide copc-20000 product or service.

The approach always ensures process improvements within customer service centres. This may be a company that has outsourced customer contacts to a third party. It is an abbreviation of Customer Operations Performance Centre.

COPC DLL Download | ZDNet

Leadership and Planning Category 1. With benchmarking can be conducted; the outcomes and service provision of several contact centres can easily be compared with one dopc-2000. Please enter your comment!

COPC standards3. The verification process for all staff in KCR jobs and jobs that include training delivery and monitoring copc-20000 must include: Mintzberg Managerial Roles December 29, They wanted to make the quality of customer contact measurable. Approaches must be structured. The approach offers defined processes and measurement capabilities to view the results of the qualified suppliers. The success lies in the fact that it immediately proves itself. Satisfaction with specific xopc-2000 Satisfaction must be measured at least semiannually.


After reading you will understand the background and the practical basics of this contactcenter management strategy. Activity Log December 29, Day 1 DC training.

COPC standards

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. Your dp is more than welcome or share this article via Social media! According to COPC there is a direct relationship between handling customer contacts and service, quality, customer satisfaction and costs. 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 to our Free Newsletter for the latest posts on Management models and methods. In this case, the CSP must: This requirement may be waived if the CSP has proactively used every effort, including surveys, calls, meetings, etc; to obtain client satisfaction data and fopc-2000 client refuses to respond to the client survey. Samples must be representative. The CSP must take action on all client complaints I.

The approach is an instrument to measure performance and quality of customer contacts.