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COPC Inc. Addresses Growing Consumer Demand in China; Offers Expanded Contact Center Consulting and TrainingWINTER PARK, Fla. & BEIJING --(Business Wire)-- COPC (News - Alert) Inc., a global consulting, training and certification company that helps organizations improve the performance of their contact centers, announces expanded services to Western and Chinese companies to better meet the growing demands of the customer contact industry in China. These include contact center consulting services and management training, a new Chinese version of the COPC Inc. website, and a Chinese User Group, an organization of industry experts that meets to discuss local and international contact center issues. COPC Inc. also announces the opening of a new office in Beijing. This is in addition to its other Asia Pacific offices in Singapore, Manila, and Sydney. COPC Inc. is a global leader providing performance improvement services for contact centers, vendor management organizations (VMOs) and business process outsourcing (BPO) centers, and has worked with hundreds of companies throughout the world since 1996. This expanded offering in the Chinese market has been developed for companies that want to address customer service expectations of China's growing middle class, which was estimated at 300 million people in 2013. "China has quickly become a significant market for COPC Inc. Our Asia Pacific team has worked for many years with companies that are building, expanding or managing contact centers. We are now helping these clients develop their multi-channel centers to enable customer interaction through all forms of communication. We are proud to offer our expanded Chinese services provided by our experienced local team," said Kathleen Jezierski, chief operating officer, COPC Inc. The Asia Pacific team at COPC Inc. has been working in the Chinese market since 2000, providing consulting, training and certification to improve the performance of in-house and outsourced contact centers. COPC Inc.'s industry-leading contact center certification program has been implemented at Wicresoft, Lenovo, China Mobile (News - Alert), ENN Energy, Lenovo Mobile, Concentrix, JD.com, PCCW Teleservices, Teleperformance, VXI and Sunshine Insurance. (Go here to read the Sunshine Insurance case study.) "We have long-established relationships with many Chinese companies, so opening a Beijing office and creating a Chinese website was the next step to better serve their needs. Because we are a trusted resource, we also decided to create a user group, where executives can come together and discuss their shared experiences. This is especially important now that companies are moving to multi-channel centers, which can be challenging to manage effectively, but necessary to meet evolving customer expectations," said Ian Aitchison, chief executive officer, Asia Pacific Region, COPC Inc. Each year, the COPC Inc. Asia Pacific team holds more than 15 training sessions throughout the Asia Pacific region, including Beijing, Shanghai, Guangzhou and Hong Kong. For the remainder of 2014, COPC Inc. will hold its leading contact center best practices training program, COPC® Registered Coordinator Training for Customer Service Providers, on the following dates:
For more information or to register for these classes, go to the COPC Inc. website in English or Chinese. To learn more about COPC Inc.'s work in China or to contact the Beijing office, call Lay-Pheng Ng at 86.10.8587.2452 or email [email protected]. Go to the Chinese version of this press release here. About COPC Inc. Since 1996, COPC Inc. has provided consulting services and training to help companies improve revenue, reduce costs, and increase customer satisfaction in operations that support the customer experience. COPC Inc.'s main offering is performance improvement services for customer contact centers, including in-house and outsourced, as well as vendor management organizations. The foundation of all COPC Inc. work is the COPC® Family of Standards, a collection of the most prestigious and rigorous performance management systems for the customer contact industry. COPC Inc. is privately held with headquarters in Winter Park, Florida, U.S., and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. For more information, please visit www.copc.com.
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