|[July 09, 2014]
COPC Inc. Announces Release 5.2 of the COPC VMO Standard
WINTER PARK, Fla. --(Business Wire)--
COPC (News - Alert) Inc., a global consulting, training and certification company that
helps organizations improve the performance of their contact centers,
announces Release 5.2 of the COPC Vendor Management Organization (VMO)
Standard. This Standard, specifically for VMOs that procure and manage
third-party call center services, now includes guidelines for measuring
the customer experience through all customer communication channels
handled by outsourced contact centers. These channels could include
online, inbound phone, outbound phone, self-service, chat, email, back
office, and face-to-face interactions. This update to the COPC VMO
Standard also provides a structured process for VMOs to capture and
analyze customer feedback from these multiple channels. The COPC
VMO Standard is available for download
free of charge.
"The outsourcing landscape has become more complicated in recent years,
partly due to the many communication channels now utilized by
organizations to address customer requests and issues. Companies that
rely on third-party partners to provde contact center services through
multiple channels must understand how their multi-channel strategy
impacts the customer's experience. The COPC VMO Standard now gives
vendor management organizations a structured approach to capture this
information and make more insightful decisions to improve products,
services and policies," said Kathleen Jezierski, chief operating
officer, COPC Inc.
COPC Inc., the industry leader in vendor management and strategic
sourcing best practices, has worked with numerous VMOs to help them
better source and manage their third-party providers of contact center
services. In 2002, COPC Inc. recognized there was a lack of structure in
the industry among VMOs outsourcing large portions of their customer
contact operations, and therefore created the COPC VMO Standard. This
Standard defines key processes and metrics for VMOs to more effectively
manage their suppliers, ensuring consistency and high performance of
these third-party providers.
The COPC VMO Standard is part of the COPC® Family of
Standards, a collection of performance management systems for contact
centers, VMOs, and business process outsourcing centers. The COPC Family
of Standards is currently used in more than 70 countries and is the
foundation for COPC Inc.'s performance improvement consulting, training
and certification services.
To achieve certification to the COPC VMO Standard, an organization is
reviewed by COPC Inc. and its operations are compared to the
requirements of the COPC VMO Standard in the areas of leadership and
planning, processes, people, and performance. Certification by COPC Inc.
provides industry-recognized validation that an organization has
consistently met high performance levels in managing customer
satisfaction, revenue, service, quality and costs. Go here
for more information about certification to the COPC VMO Standard.
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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