BPA Featured Article

Leading Firm Brings its Contact Center Expertise to India

By Rory J. Thompson, Web Editor
July 30, 2015

COPC (News - Alert) Inc. is a Florida-based global consulting firm, whose main offerings are performance improvement services for in-house and outsourced contact centers, vendor management organizations (VMO), business process outsourcing (BPO) operations, face-to-face environments and field service activities. As such, the company is well versed in contact centers and the critical work they do, and also knows what needs to be done to help those companies raise their game.

To that end, COPC has announced the availability of consulting services for call centers and other customer operations for companies located in India, along with the opening of a new office in Gurgaon.

“We are delighted to expand our efforts in India with the opening of our new office. India has always been an integral part of COPC Inc.’s global strategy,” said Cliff Moore, co-founder and chairman of COPC Inc. “With our presence in the financial and industrial city of Gurgaon, we are better able to serve this growing market. Consumer expectations in India are changing, so companies need to compete on customer experience, rather than just cost. COPC Inc. is well positioned to help develop and execute new strategies for our Indian clients.”

COPC has historically provided training specific to the COPC Customer Service Provider (CSP (News - Alert)) Standard in various cities throughout this country, and call center and BPO management training will remain a key part of the COPC Inc. service offering coming to India, the company said.

“COPC Inc.’s two new services offered in India, CX consulting and strategic sourcing, provide Indian clients with expert guidance to improve the customer journey,” the company said in a release. “CX consulting focuses on operational aspects of the customer experience, [and] COPC Inc. directs companies about how to create, implement and best manage their CX program to align with customer needs, expectations and behaviors.”

As part of its rollout, the next COPC CSP class will be offered from September 9 to 11 in Mumbai.

Edited by Dominick Sorrentino


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