COPC - Customer Operations Performance Center

The COPC® Certification Process includes professional consulting, training, installation, and benchmarking services designed to infuse your operations with a rigorous measurement system by which to analyze and improve all customer-touch activities.

COPC® Certification to the COPC-2000® CSP Standard ensures the COPC® Performance Management System is properly implemented and producing results.

The COPC-2000® CSP Standard is a Performance Management Framework designed to deliver results in Customer Service Provider (CSP) contact center environments including Call Centers,
E–Commerce Centers and Transaction Processing Operations. It is relied on as the global standard for implementing contact center best practices that improve performance metrics in customer satisfaction and service, inbound and outbound sales, dispatch, collections, retention, remittance processing, fulfillment and other related service operations.

The COPC® Certification Process includes professional consulting, training, installation, and benchmarking services designed to infuse your operations with a rigorous measurement system by which to analyze and improve all customer-touch activities.

COPC® Certification to the COPC-2000® CSP Standard ensures the COPC® Performance Management System is properly implemented and producing results.

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Peter Bloom

President and Co-Founder

As President and Co-founder of Customer Operations Performance Center Inc. (COPC Inc.), Peter Bloom is one of the world's leading authorities on operations management and performance improvement for providers of customer contact center and Business Process Outsourcing (BPO) services. As one of the original authors of the COPC-2000® CSP Standard—the first operational improvement standard specifically designed to raise the bar in the customer contact center and transaction processing industries—he plays an integral role in driving COPC Inc.'s commitment to contact center excellence.

COPC Inc.'s proficiency in all facets of customer contact is widely recognized and is the result of hands-on experience within a myriad of industries and applications. Peter is an authority on operational performance and benchmarks on a global basis having conducted more than 250 in-depth operational audits/reviews in 25 countries across 4 continents.

Using the business acumen developed during his time as a partner at Mercer Management Consulting, as well as his 5 years as COO of several manufacturing companies, Peter brings a proven record of excellence in line management and consulting to the COPC Inc. team. His implementation of world-class operations improvement at several manufacturing companies enables Peter to provide practical advice on converting operational excellence into a competitive weapon.

Peter has earned an MBA from Harvard Business School and a BA from the University of Massachusetts.

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Cliff Moore

Chairman and Co-Founder

Based on his extensive experience in performance management systems, Cliff led the research and working sessions that developed the COPC-2000® CSP Standard. He serves on the COPC® Standards Committee and has actively driven the adoption of the COPC-2000® CSP Standard both domestically and internationally.

Cliff works with senior management teams at dozens of Fortune 500 firms developing and implementing service and performance improvement strategies. His client list includes notables such as American Express, AT&T, Bell Atlantic, GE, IBM, Xerox and the U.S. Postal Service.

Cliff is a recognized expert in off-shoring U.S. based business operations. His work with leading providers in some of the fastest growing markets in the world — India, the Philippines, China, Pakistan, Northern and South Africa, Eastern Europe, and Latin America — coupled with his knowledge of the needs of U.S. based buyers, gives him valuable insight into the future direction of the contact center industry.

Cliff received his MBA from the Darden School at the University of Virginia and has a BS in Business Administration from Old Dominion University.

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Outsourcing Services

It is hard enough to assess the quality of your organization's in-house customer contact centers. Measuring the performance of an outsourced vendor solution requires an even more sophisticated approach.

COPC Inc. is the world's leading authority on operations management and performance improvement for buyers and managers of customer contact center and Business Process Outsourcing (BPO) services. We measure vendor performance against the COPC-2000 VMO Standard, a rigorous framework of 'best practices' designed to measure third party customer services providers. Our VMO Certification Process empowers outsourcers to self-assess VMO and third party CSP performance based on a single, proven global performance standard.

We also offer several courses designed to strengthen the participant's knowledge of critical VMO disciplines including Vendor Selection and Management, Site Assessment, Contract Compliance and Auditing, Customer Satisfaction/Dissatisfaction, Client Interaction, Financial Implications of Key Operational Tradeoffs, along with general Program and Relationship management.

Ultimately, our standardized processes, procedures and metrics result in lower acquisition costs, improved performance metrics, fewer provider transitions and increased customer satisfaction—all of which contribute to your bottom line.

Certification Services

The COPC® Certification Process provides a rigorous and balanced system for performance, empowering call centers to measure and improve all customer-touch activities. COPC Inc. takes a holistic approach, educating management teams to enhance operations by:

·         Balancing service, quality and cost

·         Setting high-performance benchmark targets

·         Using objective data to monitor results

·         Setting and striving for realistic goals

·         Consistently meeting performance requirements and client expectations

 

Certification to the COPC® Family of Standards, the most rigorous and prestigious measurement system in the call center industry, empowers staff to cost-effectively provide a sustainable level of superior client service. The programs include professional consulting, training, installation and benchmarking services designed to maximize organizational efficiency and productivity. All COPC Inc. certification courses are administered by seasoned call center experts and are especially beneficial for Customer Service Providers and Vendor Management Organizations.

 

Performance Improvement

Are you realizing an acceptable return from your transaction monitoring program? Do you know what your performance level is today for your prime intervals? Do you have insight to real staff activity metrics?

COPC Inc.'s Performance Improvement consultation delivers results by identifying high ROI opportunities and implementing the changes required to drive operational and financial improvements. We are particularly interested in identifying steps that can be executed quickly without requiring significant infrastructure investments.

Each Performance Improvement engagement is defined and executed based on the unique needs of the client. We work with you to build internal teams tasked with improving revenue, cost structure, delivery and reporting accuracy and cycle times.

http://www.copc.com/services.aspx

Predictive Dialers from Altitude & Noble Touchstar

http://www.altitude.com

Altitude Unified Dialer is the right technology for successful proactive contact as it automates and adds intelligence to the dialing process.

Outbound voice handling is very important as economics of call management remain the most influential factor in contact center productivity. In today's marketplace there is a new push to ensure compliance with outbound regulations and manage information security, as well as continue to increase agent productivity and maximize revenue opportunities.

http://www.altitude.com/index.php?option=com_content&task=view&id=192&Itemid=242

Best time to make a contact

Altitude Unified Dialer leverages customer information to determine the best time and the most economic way to make a successful contact. The process takes into consideration available human resources and compliance with applicable legislation.

Automated Dialing

Using Altitude Unified Dialer, there is no need for manual dialing or for time consuming number searches. Agents no longer need to manage unsuccessful responses such as busy, no answer, fax, answering machines, etc. An appropriate screen is automatically delivered to the agent's desktop, providing multiple functionalities, including a soft-telephone capable of handling all telephony operations, guiding script as well as a full customer interaction history.

Award winning Predictive Dialer

Predictive is mainly used to contact a large volume of customers within a short period of time. Predictive dialing frees agents from waiting during the dialing and ringing process. Agents spend their time answering calls and are not distressed with unanswered calls. Campaigns using predictive dialing can average agent productivity of 50 minutes per hour and nuisance ratios of three percent or less. Predictive dialing predicts when agents will be available and decides how many calls to make based on the success probability, the time for the contact to answer and nuisance ratios. Probabilities are continually updated, and nuisance ratios observed for optimal performance and legislation compliance.

Accurate Call Classification

In order to achieve such high performance, the predictive dialer must also account for unsuccessful calls. Accurately classify answering machines, faxes and modems. Calls that are not live human contacts are not transferred to the agent, helping maintain high levels of productivity. Call classification can also be configured to play a message when an answer machine is detected.

Powerful Agent Availability Prediction

One of the Altitude Voice's strengths in predictive mode is the ability to forecast agent availability. Nodes in the various applications correspond to various parts of the campaign script and allow the

Altitude Unified Dialer to calculate probability of agent availability. The technology notifies the assisted server whenever an agent changes from one node to another and statistical data helps determine the probable time when the agent will become available.

Integrated Scripting

Scripting enables agents to provide customers with detailed and customized argumentation, reducing required training time and allowing supervisors and team leaders to quickly respond to changing conditions or business needs. Adjustments to the script can be easily done on-the-fly.

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http://www.noblesys.com/products_TouchStar.aspx

http://www.touchstar.com/Predictive-Dialer.htm

Predictive Dialers increase your agents talk time and contact rates.  When dialing manually over 70% of your agent’s time is wasted. A predictive dialer can streamline the manual dialing process; choosing a number, dialing the number, listening to busy signals / wrong numbers / or answering machines, and leaving messages. Imagine a predictive dialer that helps increase your call volume by 200-400%.

TouchStar’s predictive dialer has won several awards and is proven to increase your productivity.  Blend multiple simultaneous inbound, outbound, and voice messaging to maximize productivity with TouchStar’s Predictive Dialer.  When intended parties are not available, call backs can be set automatically or by agent.  The predictive dialer will detect answering machines and busy signals taking the appropriate steps for each.

TouchStar offers several types of campaign dialing options:

Predictive Dialer: Utilize TouchStar's proven predictive dialer algorithm to start dialing on multiple simultaneous lines per agent just before they are ready, to maximize productivity, passing them the next call the moment they are ready.  Customers are able to manage their drop rate and dialing speed by campaign.  A predictive dialer is most often used in business to consumer campaigns.

Power Dialer: Utilize TouchStar's proven algorithm to start dialing on multiple simultaneous lines per agent at the moment they are ready.  Customers are able to manage their drop rate and dialing speed by campaign.

Progressive / Automated / Preview Dialer: At the moment agents are ready, a single record is displayed for them to review prior to connection and that single number is automatically called.  Most often used in business to business campaigns.

Automated Voice Messaging with Text-to-Speech: Blast voice messages, with customized data per call to your prospects or customers.  Most often used for event notification, appointment reminders, fundraising, and customer self service.

Blended Voice Messaging: Send voice messages that allow the called party to “Opt in” to be transferred to an available representative.  Most often used for political campaigns, fundraising, and customer self service.

Click to Callback: Your website inquiry forms can include TouchStar code to immediately initiate an outbound call to the inquiring prospect or client.

Manual: Manual calls can be enabled, or disabled, by employee.

Compliance management is a critical piece of any predictive dialer.  In the United States, federal and state regulations such as dropped call rates, time zones, display numbers, and Do Not Call lists must be managed.  Many other countries will be adding regulations in the future.

Implementing TouchStar's Predictive Dialer can be done at your business "On Site," or as a hosted solution using  TouchStar's Hosted "Dial On Demand" solution accessed via a secure internet connection.

TouchStar is a global leader in predictive dialing with more than 1,500 outbound dialing clients in a variety of industries.  Contact us to learn how other businesses in your industry use predictive dialing, automated dialing, and automated voice messaging.

A predictive dialer increases contact rates by calling a specific group of phone numbers automatically on multiple phone lines based on variables for each of your individual lists. Some variables that a predictive dialer uses: number of representatives available, number of dialing lines available, contact rate, regulatory constraints, time of day, and wrap up time.  A predictive dialer can also predict the average conversation time.  The bottom line is that using a predictive dialer will save you both time and money.

http://www.noblesys.com/products_TouchStar.aspx 

Indian domestic BPO - Still Emerging Strongly...

Revenue from domestic BPO services to touch $1.6 bn in 2014
India's domestic business process management services segment is expected to achieve a revenue of USD 1.6 billion by 2014 from USD 521 million in 2009, according to research firm Gartner. Gartner has forecast that revenue from BPO services within the domestic market will grow by 31.1 per cent from USD 521 million in 2009 to reach USD 683 million in 2010 and experience steady growth through 2014 to touch USD 1.6 billion by 2014.

IT, BPOs bring in 14% of state GDP
India’s IT and BPO industries together ($64 billion) account for 6% of the GDP, up from 1% a decade ago. In states where its presence is significant — like Karnataka, Tamil Nadu, Andhra Pradesh, Maharashtra and Delhi — its share in state GDP is much higher, at 14%. Revenues of these sectors will rise to $360-$375 billion by 2020, when it will account for 10% of Indian GDP, Nasscom president Som Mittal said on Wednesday.

Smaller cities lucrative destinations for IT, BPO Firms
Driven by lower operating costs and incentives in the form of tax holidays and subsidies by state government, smaller cities like Jaipur, Chandigarh and Mysore have emerged as lucrative destinations for IT and BPO firms.
According to the Q2 report by Everest Group on global sourcing, IT and BPO companies are looking at tier II locations in the country to support global delivery. 

Top 20 Indian BPOs' export revenue at $6 bn in FY '10: Survey
The combined export earnings of the top 20 Indian BPO firms grew by 15 per cent to touch USD 6.1 billion in the 2009-10 fiscal, according to a survey. Though marginally lower than the growth of 17 per cent achieved in the 2008-09 fiscal, export revenue of the top 20 BPO firms grew twice as fast as that of the top 20 IT firms, which witnessed an increase by 7.

TN promoting rural BPOs
As part of its policy to take the IT sector to rural areas, Tamil Nadu government is holding talks with various companies and colleges for setting up of Rural business process outsourcing centres.
The government recently unveiled its ambitious rural business process outsourcing Policy, unveiling an incentive-based approach to encourage establishment of BPOs in rural areas.