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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Approaches must be structured. Prove it has used every effort to obtain data Ensure one of the following: This requirement may be waived if the CSP has proactively used every effort, including surveys, calls, meetings, etc; to obtain client satisfaction data and the client refuses to respond to the client survey.

Save my name, email, and website in this browser for the next time I comment. Day 1 DC training. Leadership and Planning Category 1.

COPC standards

Mintzberg Managerial Roles December 29, There must be a process for responding to client complaints on an individual basis. With a positive output, because contact centres that use this standard are considered to be very customer-friendly. These must be at least two observations at two different times by a lead, supervisor, manager, or trainer.

Add a link to this page on your website: They will have to take immediate action according to the system when thresholds are not met or when cop-2000 consecutive measuring points are below standard.


After reading you will understand the background and the practical basics of this contactcenter management strategy. Deployment refers to how extensively these cppc-2000 are used throughout the CSP organization. Do you recognize the practical explanation or do ocpc-2000 have more suggestions? This article describes COPC in a practical way.

The approach always ensures process improvements within customer service centres. The combination of approaches and deployment must make it possible for the entity to meet the other requirements of the COPC Standard. If you liked this article, then please subscribe to our Free Newsletter for copx-2000 latest posts on Management models and methods.

In this case, the CSP must: Qt training for 1 day Comparisons include or more of the followings: Revenue generation occurs in Sales and collections centers Cost typically focuses on efficiency and the cost per unit incurred copc-200 the CSP to provide a product or service. Companies can only work with this standard if they are certified.

COPC DLL – Free download and software reviews – CNET

What are your success factors for the good contact center management? Companies can only retain the official accreditation if they recertify every two years. Please enter your name here. The findings of approximately leading customer contact centres worldwide have served as a model for this standard. Activity Log December 29, With benchmarking can be conducted; the outcomes and service provision of several contact centres can easily be compared with one another.

The improvements and modifications are recorded accurately in a plan in which both the party with the final responsibility and the final result are described. Quality is doing things accurately at the first attempt.


This may be a company that has outsourced customer contacts to a third party. The CSP must take action on all client complaints I. This website copc-000 use of cookies to enhance browsing experience and provide additional functionality.

They wanted to make the quality of customer contact measurable. You have entered an incorrect email address!

The approach is an instrument to measure performance and quality of customer contacts. 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. In addition, the approach makes it possible to have immediate access to the performance of customer contacts. Tracked and recorded by cause or symptom Analyzed quarterly. What do you think? This commercial exploitation mainly consists of auditing contact centres for certification.

Approaches must be fact-based. The 12 rules of giving negative copx-2000. COPC, a performance management strategy.

COPC Internal Training_Day 1_图文_百度文库

Targets must be set consistent with the statement of direction using comparative data representative of high-performance organizations. It helps organizations rate the performance of third party customer contact centres.

There is a noticeable improvement in the quality of contact centres.

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