management consulting founded 1996 headquarters winter park florida u.s. key people cliff moore co founder and chairman kathleen jezierski chief operating officer richard north ceo emea region ian aitchison ceo apac region products management consulting services website www.copc.com copc inc. is a privately held management consulting company based in winter park florida 1 that specialises in customer experience transformation . 2 copc inc. provides performance improvement consulting training certification and benchmarking . clients of copc inc. include apple microsoft sprint htc mattel rbs digi canal digital uwv toysrus 3 datacom 4 sitel 5 and citigroup . 6 copc inc. is well known in the customer experience industry and many of the industry associated organisations actively promote them 7 8 9 according to the world bank copc standards and certifications are the fastest growing industry specific standards that provide compliance parameters in areas such as client satisfaction computer infrastructure and accuracy of responses 10 contents 1 history 2 standards committee 3 the copc family of standards 4 performance improvement criteria 5 references 6 external links history edit in 1996 the copc family of standards was developed by buyers providers and senior managers responsible for operational management . the group included representatives from american express compaq dell intel l.l. bean microsoft motorola and novell . it is performance centric and data driven using processes and people as enablers and leadership and planning as drivers . based on the baldrige criteria for performance excellence 11 framework copc inc. combines pragmatic business sense with stringent high performance benchmarks . with over 1500 sites across the world using it the copc inc. standard is the de facto performance management system in the customer service and bpo space . co founders of copc inc. include cliff moore alton martin and peter bloom . 2 12 standards committee edit the current copc inc. standards committee evolved from the initial group of business professionals that formed the first edition of the copc csp standard and precedes the founding of the company . the standards committee is made up of volunteers from organizations that implement the copc family of standards . standards committee members are responsible for proposing improvements to the copc family of standards and promoting implementation of the standards . the committee meets twice annually there are four core standards that are maintained and updated by the committee these include copc customer service provider csp standard for internal operations copc vendor management organization vmo standard for vendor management organizations copc outsource service provider osp standard for outsourced operations copc healthcare service provider hsp standard for healthcare operations 13 each of these standards can quickly take an organization to high performance and process maturity 2 the copc family of standards edit the copc family of standards were created by copc inc. to provide a benchmark for buyers of contact center services marked by the copc inc. family of standards . copc inc. certification provides defined processes measured metrics and outcomes to highlight qualified suppliers . to become certified copc inc. offers suppliers consulting services benchmarking services training and installation a process designed to help companies continually measure customer contact center performance . 14 based on this performance management system copc inc. conducts consulting services performance improvement consulting focuses on making business better strategic sourcing consulting focuses on finding the right partner to work with and making these relationships work better training services a combination of online public and dedicated training sessions that aim to provide the right skills to drive continuous improvement certification services a very high standard certification process which a call centre can achieve and once certified the centre has to be recertified every 2 years to ensure the quality standards are maintained and improved which is more demanding than the initial certification process . 6 15 16 17 performance improvement criteria edit in 2012 copc inc. launched the performance improvement criteria which defines best practices for contact centers and bpo companies . performance improvement criteria is a set of operational requirements are based on the copc customer service provider csp standard . the stated importance of performance improvement criteria is threefold improvement drive improvements in customer satisfaction and cost to serve consistency of operations benchmarking comparisons with others competitors or other industry service role models recognition convince customers staff and or clients of the effectiveness of the contact centre 18 19 20 21 references edit http www.marketwatch.com story copc inc and microsoft corporation establish the buyers forum 2013 05 16 a b c http vyasumesh.wordpress.com 2008 10 30 copc vs six sigma http www.copc.com clients http www.datacom.com.au getdoc 9e5a809f 02b6 49ed 8f91 ad594935e57d copc factssheet.aspx http tasmaniantimes.com index.php pr article sitel australia awarded certification to the copc csp standard a b http www.callcentrehelper.com forum topic copc any one here got it http www.contactcentresasia.com event.aspx id 860444 http www.ccma.asn.au copc http www.ccam.com.my 2013 05 03 malaysia chosen to pilot copc performance improvement criteria program https openknowledge.worldbank.org bitstream handle 10986 16976 832330wp0gvc0g0box0382076b00public0.pdf sequence 1 http www.nist.gov baldrige http www.copc.com about who we are http www.copc.com resources copc standards call center consulting certification training & benchmarking contact center industry experts http www.credit to cash advisor.com articles businessoperations copc 2000certification http www.smarttechsolutions.s5.com certification1.html http www.businessgyan.com node 503 http callcenterinfo.tmcnet.com analysis articles 340403 malaysia bpo contact centers improve performance using ccam.htm http www.theborneopost.com 2013 05 06 ccam to improve contact centre operations in msia http callcenterinfo.tmcnet.com analysis articles 337338 malaysian bpo sector the path toward upgrade modernization.htm http www.contactcenterworld.com view contact center news ccam inks deal to improve contact centre operations.aspx external links edit http www.copc.com retrieved from https en.wikipedia.org w index.php title copc inc. & oldid 743970121 categories customer experience management navigation menu personal tools not logged intalkcontributionscreate accountlog in namespaces article talk variants views read edit view history more search navigation main pagecontentsfeatured contentcurrent eventsrandom articledonate to wikipediawikipedia store interaction helpabout wikipediacommunity portalrecent changescontact page 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